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Customer Experience Solutions Specialist
On-siteFull-timeCustomer SupportVideo Games
A mobile gaming company is seeking a Customer Experience Solutions Specialist to use conversational AI, workflow automation, and support data analysis to improve player experiences. The role is based in Tel Aviv-Yafo and requires full professional proficiency in English and Hebrew.
Responsibilities
- Translate monthly operational targets into an AI development roadmap and prioritize player use cases for automation.
- Configure conversational steps, workflows, and logic in the AI agent platform to support accurate routing and resolution.
- Own pre-launch quality assurance for new AI workflows through rigorous testing.
- Monitor live AI interactions and adjust flows when responses or routing are inaccurate.
- Analyze chat logs to identify player friction and improve response templates, routing logic, and system behavior.
- Track system health metrics and alerts, and drive AI-related bugs or incidents through resolution.
Requirements
- At least 2 years of customer support experience, including substantial experience handling escalations and complex customer issues.
- Strong professional experience with AI systems, preferably in a customer support environment.
- Experience using Zendesk, including Explore, or comparable CRM systems.
- Strong problem-solving skills with the ability to identify root causes and implement effective solutions.
- Customer-focused approach with a commitment to customer advocacy.
- Detailed, data-oriented, organized, and able to manage multiple tasks.
- Full professional proficiency in English and Hebrew.
Nice to have
- Experience in the gaming industry.
- Knowledge of SQL.
- Experience supporting customers through chat-based channels.