CX Solutions Specialist

Role Summary

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!

Responsibilities

• 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.

Advantages

• Experience in the gaming industry.
• SQL knowledge.
• Experience providing Support in Chat-style channels.