Customer Care Expert (English Speaker)

Customer Care Expert (English Speaker)Full-timeCity: KyivDepartment/Company: Customer CareJob DescriptionAs a Customer Care Expert at Wix, you'll help users resolve issues and make the most of our products. Based in Kyiv, you'll primarily support English-speaking users by phone, chat, and email, combining product knowledge, problem-solving, and AI-powered tools to provide effective support.In your day-to-day, you will:Handle a high volume of calls, chats (up to two at a time), and emails using an omnichannel CRM and following an established daily schedule.Troubleshoot technical issues and explain solutions in clear, simple terms.Handle complaints and challenging situations with empathy and professionalism.Follow cases through to resolution, escalating them to the appropriate teams when necessary.Document interactions accurately while working across multiple tools and systems.Use AI-powered tools and internal resources to find information efficiently and stay up to date with product changes and releases.Work toward established performance and quality goals while adhering to security, privacy, and company policies.QualificationsAt least 1 year of experience in a customer-facing role, including communicating with English-speaking customers or users.Strong spoken and written English, with the ability to communicate clearly and naturally in professional situations.Basic technical knowledge, including concepts such as domains and IP addresses, and familiarity with CRM tools.An understanding of customer service principles, including handling complaints, managing escalations, and communicating with empathy.A strong sense of ownership, with the ability to investigate issues, find answers independently, and follow cases through to resolution.The ability to stay calm and focused during busy periods and challenging conversations.Openness to feedback and a willingness to apply it to improve performance.The ability to learn new tools quickly, including AI-powered solutions, and adapt to changing processes and priorities.An interest in building a career in Customer Care and working with people.Based in Kyiv or willing to relocate when a safe return to office-based work is possible.AdvantagesExperience handling customer calls.Previous experience in Customer Care or Customer Support.Experience in the tech, SaaS, or internet industry.Familiarity with website builders or web technologies.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy Notice