Customer Care Expert

Job Description

As a Customer Care Expert at Wix, you’ll be the trusted guide for our users, helping them achieve their goals and resolve issues while growing online. You’ll provide high-quality support using a mix of product knowledge, problem‑solving, and AI‑powered tools across phone, chat, and email.

• Work within a highly organized environment, following a clear daily schedule to ensure consistent and timely support for our users.
• Manage a high volume of contacts across multiple channels like emails, chat and phone.
• De‑escalate and resolve complex or sensitive situations with empathy and clear communication.
• Document user interactions accurately and thoroughly in designated systems in real time for tracking and follow‑up purposes; navigate multiple software tools simultaneously while engaging with customers.
• Build strong relationships with users and uncover their true needs.
• Introduce Wix users to our different tools, services and products they can benefit from, and help onboard them where appropriate.
• Collaborate with peers and product teams, sharing user feedback and following established escalation paths.
• Collaborate live with peers and cross‑functional teams to surface user feedback and follow established escalation paths. Work with other departments and product teams, and advocate our users’ needs to impact product roadmaps.
• Analyze user behavior and relevance to determine their effect on user satisfaction.
• Stay current on Wix products, features and services by learning, retaining, and communicating new features and improvements as they are released.

This position is a hybrid role; candidates should be prepared to come to our office in Cedar Rapids 2–3 days a week depending on the shift.

• 10:00 AM – 7:00 PM:
  Tuesday – Saturday, Sunday – Thursday, or Monday – Friday
• 1:00 PM – 10:00 PM:
  Tuesday – Saturday or Monday – Friday
• 9:00 AM – 6:00 PM:
  Tuesday – Saturday

• Mon‑Fri, 8 AM – 5 PM

* These shifts will commence at the end of the training period. During the training period, you will be required to work onsite every day. Please note that we have a limited number of open positions per shift; you can add your preferred shift during the application process, however, it is not guaranteed until the time of offer.*

• A customer service professional with at least 2 years of experience working in a client‑facing role.
• Strong emotional intelligence and the ability to navigate complex customer needs with empathy and professionalism.
• A passion for helping others succeed and curiosity to understand what really drives users.
• Strong critical thinking skills and the ability to maintain focus and productivity during extended periods.
• Ability to remain composed and exercise sound judgment under routine work pressures.
• Self‑driven; hold yourself to high performance standards, work to improve constantly, and confident in taking responsibility and ownership.
• Passion for new technologies like AI and a desire to continually learn.
• Thrives in a fast‑paced, dynamic environment, able to handle multiple user interactions back‑to‑back or simultaneously, viewing change as an opportunity to grow.
• Recognizes that there are multiple career ladders and is driven to find a personal career path that aligns with strengths and interests.
• Bonus points for experience in tech, SaaS, or internet companies.

You’ll be part of the Customer Care Guild, a team of experts dedicated to helping Wix users succeed. By providing support across various channels, our team ensures users have the tools and guidance they need to make the most of Wix’s products. We thrive on collaboration, feedback, and a shared passion for helping users achieve their goals.