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‑functional teams to surface user feedback and follow established escalation paths. Work with other departments and product teams, and advocate our users’ needs to impact product roadmaps.
Analyze user behavior and relevance to determine their effect on user satisfaction.
Stay current on Wix products, features and services by learning, retaining, and communicating new features and improvements as they are released.
***
This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids 2-3 days a week depending on the shift.
Available Shifts:
1:00 PM – 10:00 PM: Tuesday – Saturday or Monday – Friday
Training Shift:
Mon-Fri, 8am - 5pm
*These shifts will commence at the end of the training period. During the training period, you will be required to work onsite every day. Please note that we have a limited number of open positions per shift, you can add your preferred shift during the application process, however, it is not guaranteed until the time of offer.*