What are the responsibilities and job description for the Customer Care Expert position at Wix?
Job Description
Please note, our employees work in a hybrid model and are required to be physically present in the office at least 3 days per week.
As a Customer Care Expert, you will:
Build strong relationships with Wix users, figure out their true needs, and help guide them to reach their business goals and enhance their online presence.
Work on resolving Wix user questions, and offering support and solutions professionally, timely, consistently, and accurately.
Effectively utilize internal resources and determine when to escalate as appropriate.
Represent Wix as a primary contact for Wix users and aim to exceed user expectations by responding promptly to inquiries via email, phone, chat, and/or other communication channels. Introduce Wix users to our different tools, services, and products they can benefit from, and help onboard them where appropriate.
Develop expertise in Wix products and stay up to date with new features and improvements.
Work in a dynamic team environment, collaborating with other departments and product teams, to advocate our users’ needs and strengthen product roadmaps.
Analyze user behavior and relevance to determine their effect on user satisfaction.
Adhere to a predetermined daily schedule with the flexibility to pivot as needed to meet customer care demands.
Qualifications
You are a customer service professional with at least 1 year of experience working in a client-facing role.
You enjoy collaborating with colleagues in an office setting, you excel in an open-floor work environment and the camaraderie of working alongside peers motivates you.
You have strong communication skills and are comfortable engaging in real-time exchanges with users.
You have excellent communication skills and can manage discussions and effectively navigate user interactions to elicit key information.
You find meaning and pleasure in helping others succeed and are curious to know what drives our users.
You have strong critical thinking skills and are confident about taking responsibility and ownership and applying these skills in novel or challenging situations.
You hold yourself to high-performance standards and work to improve constantly.
You’re passionate about new technologies and always eager to learn more.
You thrive in a fast-paced, dynamic environment and look at change as an opportunity to grow.
You realize there is more than one career ladder, and you have the drive to find your career path recognizing your strengths and interests.
Bonus points if you have experience working for a tech or at an internet company!
Additional Information
We are Wix’s Customer Care Guild. We're not your typical customer support. We’re spread across the globe and e represent the Wix user's voice and work closely with our product teams to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment.
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Working Shift:
Tue-Sat, 10am - 7pm
Training Shift:
Mon-Fri, 8am - 5pm
*These shifts will commence at the end of the training period. Please note that we have a limited number of open positions per shift*
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In addition to a competitive compensation package and opportunities for professional growth, Wix offers comprehensive benefits to support the well-being and financial security of our employees. Our benefits include:
Comprehensive health & life benefits including fully covered medical, dental and vision.
Generous and flexible time off for personal recharge and special life moments
Emotional and mental health support programs
Allowances supporting nutrition, fitness and productivity
401K matching, with no vesting period
Equity & ESPP -
We grant RSUs (restricted share units) to all of our employees. We believe that our employees directly impact our success and thus should benefit from our successes.
All employees are also eligible for the ESPP (Employee Stock Purchase Plan) allowing employees a unique opportunity to benefit from Wix’s success by purchasing Wix shares at a discounted rate.
