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!

• Collaborate closely with various teams within the studio to optimize the player experience.
• Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
• Leverage AI-driven tools to analyze support data and identifying emerging trends
• Create and maintain workflows in the Internal Knowledge Base to ensure accuracy and relevance.
• Lead projects from initiation through completion, ensuring timely delivery.
• Identify opportunities for improvement and implement strategies and optimizations to enhance department KPIs.

• A minimum of 2 years in customer support with experience in knowledge-related roles.
• Proficiency in English and Hebrew.
• Highly customer-focused approach with excellent communication skills.
• Experience in utilizing AI tools to analyze trends and derive actionable insights.
• Ability to collaborate effectively with various teams.
• Proactive, creative, and self-driven attitude.
• Strong analytical and organizational skills with a data-driven approach.
• Experience using Zendesk, including Explore, or other CRM systems.

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