Wix

Job Description

As 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.

Requirements

• At 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.

Advantages

• Experience 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.

About Wix

Wix makes it possible for anyone to succeed online. Since 2006, we’ve grown to around 4,400 employees across 22 countries, launched over 40 products, and served more than 299 million users worldwide.

At Wix, we encourage innovation, continuous learning, and collaboration. Our teams build cutting-edge products and use technologies, including AI, to help people create, manage, and grow their online presence and businesses.

Although we’ve established ourselves as a leader in web creation and business solutions, there’s still much more to achieve. Our goal is to become the main engine of the Internet and help create a more open web for everyone.

We’re proud to be an equal opportunity company. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as a company: creating a work environment where everyone is welcome, and anyone has the right to succeed.

This role is available in the following shift: Monday - Friday 09am-06pm

As a Customer Care Expert at Wix, you’ll be responsible for helping our over 278 million users worldwide make their online dreams a reality. We work hard for our users, and our Customer Care teams are always there to make sure problems are solved and challenges are tackled.

1. Provide care to our users through calls, chats and email
2. Get to know each user’s business goals, uncover their needs and help guide them through their journey, providing advice regarding their sites and businesses
3. Help users solve problems while exposing them to additional ways they can achieve their goals and succeed online
4. Analyze user behavior, content suitability and content relevance to determine effects on user satisfaction
5. Develop and maintain positive customer relations and satisfaction
6. Influence the way we support our users and improve it to make sure our users’ experience is the best possible
7. Work with all other departments and product teams, and stay aligned about users’ needs

Qualifications

• Fully proficient in German and fluent English 
• 1+ years of customer service experience (in any industry)
• Proactive problem-solver who can work independently, taking initiative to seek solutions
• Professional who loves helping others succeed and is curious to know what really drives users and their needs
• Great communication skills that enable you to solve problems thoughtfully and effectively
• Fast learner, with the ability to adapt with a can-do attitude
• Tech savvy and eager to explore new technologies

Please send your CV in English.

Additional information

We are Wix’s Customer Care Guild. We're not your typical customer support. We represent the Wix user's voice and work closely with Product to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment. We’re spread across the globe and offer an office, remote, or hybrid work model depending on the site.