Customer Care Expert

Job description

Job Description As a Customer Care Expert at Wix, you'll be the trusted guide for our users, helping them achieve their goals and resolve issues while growing online. You'll provide high-quality support using a mix of product knowledge, problem-solving, and AI-powered tools across phone, chat, and email. In your day-to-day, you will: Work within a highly organized environment, following a clear daily schedule to ensure consistent and timely support for our users. Manage a high volume of contacts across multiple channels like emails, chat and phone. De-escalate and resolve complex or sensitive situations with empathy and clear communication. Document user interactions accurately and thoroughly in designated systems in real time for tracking and follow-up purposes; navigate multiple software tools simultaneously while engaging with customers. Build strong relationships with users and uncover their true needs. Introduce Wix users to our different tools, services and products they can benefit from, and help onboard them where appropriate. Collaborate with peers and product teams, sharing user feedback and following established escalation paths Collaborate live with peers and cross‑func...