# CX Solutions Specialist

## Details

- **Company:** [Moon Active](https://hitmarker.net/companies/moon-active.md)
- **Location:** Tel Aviv, Israel
- **Contract type:** Full Time
- **Level:** Intermediate \(2–5 years\)
- **Tags:** Customer Service, Artificial Intelligence \(AI\), Data Analysis
- **Posted:** 2026-07-29
- **Apply:** [View and apply on Hitmarker](https://hitmarker.net/jobs/moon-active-cx-solutions-specialist-4523469)

## Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of players across the globe. Headquartered in Tel Aviv.

We're looking for a passionate **Customer Experience Solutions Specialist** to join our dynamic team. In this role, you will leverage cutting-edge conversational AI to automate player journeys, build smart workflows, and analyze ticket data to enhance player experience. If you're AI-oriented, love exploring new technologies, and thrive in a collaborative, data-driven environment, we want you to be part of our journey!

**Responsibilities**

- Translate monthly operational targets into a concrete AI development roadmap, identifying and prioritizing player use cases to automate for maximum coverage and deflection.
- Actively set up, map, and configure conversational steps and logic flows within our AI agent platform to ensure accurate routing and seamless resolutions.
- Own the end-to-end QA process for all new AI workflows, executing rigorous testing in pre-launch environments to guarantee standard-setting performance before going live.
- Continuously monitor live AI interactions to verify that the agent handles player queries correctly, instantly adjusting and fine-tuning flows when deviations or inaccuracies are found.
- Analyze automated chat logs to identify player friction points and iteratively improve response templates, routing logic, and system behavior to maximize customer satisfaction.
- Track system health metrics and automated alerts, taking immediate ownership of AI-related bugs or incidents to drive them to swift resolution.

**Requirements**

- 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
- AI vast experience: Deep understanding of the AI ecosystem, demonstrated through professional projects, preferably in Support.
- Problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Highly customer-focused approach with a passion for customer advocacy.
- Highly detailed & data-oriented with strong organizational and multitasking skills.
- Experience using Zendesk, including Explore or other CRM systems.
- Full proficiency in both English and Hebrew.
    
    Advantages
- Experience in the gaming industry.
- SQL knowledge.
- Experience providing Support in Chat-style channels.

\#LI-Hybrid