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Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of players across the globe. Headquartered in Tel Aviv.
We're looking for a passionate Customer Experience Solutions Specialist to join our dynamic team. In this role, you will leverage cutting-edge conversational AI to automate player journeys, build smart workflows, and analyze ticket data to enhance player experience. If you're AI-oriented, love exploring new technologies, and thrive in a collaborative, data-driven environment, we want you to be part of our journey!
What you'll do
Translate monthly operational targets into a concrete AI development roadmap, identifying and prioritizing player use cases to automate for maximum coverage and deflection.
Actively set up, map, and configure conversational steps and logic flows within our AI agent platform to ensure accurate routing and seamless resolutions.
Own the end-to-end QA process for all new AI workflows, executing rigorous testing in pre-launch environments to guarantee standard-setting performance before going live.
Continuously monitor live AI interactions to verify that the agent handles player queries correctly, instantly adjusting and fine-tuning flows when deviations or inaccuracies are found.
Analyze automated chat logs to identify player friction points and iteratively improve response templates, routing logic, and system behavior to maximize customer satisfaction.
Track system health metrics and automated alerts, taking immediate ownership of AI-related bugs or incidents to drive them to swift resolution.
Requirements
2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
AI vast experience: Deep understanding of the AI ecosystem, demonstrated through professional projects, preferably in Support.
Problem-solving skills, with the ability to identify root causes and implement effective solutions.
Highly customer-focused approach with a passion for customer advocacy.
Highly detailed & data-oriented with strong organizational and multitasking skills.
Experience using Zendesk, including Explore or other CRM systems.
Full proficiency in both English and Hebrew.
Nice to have
Experience in the gaming industry.
SQL knowledge.
Experience providing Support in Chat-style channels.