Customer Experience Insights Specialist
Description
Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the Universe. The company is headquartered in the heart of Tel Aviv.
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
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