We're looking for a passionate and skilled Customer Experience Insights Specialist to join our dynamic team.This team elevates the player experience by leveraging AI tools and data analysis to turn support trends into actionable insights. In this collaborative role, you will optimize agent workflows, manage key projects, and deliver critical feedback to stakeholders. If you are a self-starter who thrives at the intersection of customer experience, product strategy, and AI innovation, we want you on our team!
Responsibilities
Translate complex ticket data and player feedback into actionable product and business insights while acting as the strategic Point of Contact between Support and the business teams
Design and maintain efficient support agent workflows, prioritizing systemic improvements over manual documentation while focusing on the customer experience
Accompany new feature flows to provide the voice of the customer from the beginning
Leverage AI tools and data analysis to identify trends, spot operational bottlenecks, and proactively resolve issues before they scale
Lead cross functional operational projects independently, managing timelines, stakeholders, and deliverables from end to end
Drive a business oriented mindset through improving department KPIs and measuring support's impact on operational efficiency.
Requirements: 2+ years of experience in Customer Experience, Customer Support, or Knowledge Management roles
Full proficiency in both English and Hebrew
Strong data analysis skills with hands-on experience using Zendesk (including Zendesk Explore) or other leading CRM platforms
Experience or strong familiarity utilizing AI tools to analyze trends, derive insights, or automate workflows
A strong business orientation with the ability to connect support metrics to broader company goals and operational efficiency
A proactive, self-driven individual capable of taking full ownership of projects and driving initiatives forward independently
Excellent interpersonal and collaboration skills, with the ability to work effectively across diverse.
This position is open to all candidates.