CX Solutions Specialist

About the role

We are looking for a passionate Customer Experience Solutions Specialist to join Moon Active’s dynamic team. In this role you will use cutting‑edge conversational AI to automate player journeys, build smart workflows and analyse ticket data to continuously improve the player experience.

Key responsibilities

• Translate monthly operational targets into an AI development roadmap, prioritising player use cases for automation and deflection.
• Design, map and configure conversational steps and logic flows within the AI agent platform to ensure accurate routing and seamless resolutions.
• Own end‑to‑end QA for new AI workflows, conducting rigorous testing in pre‑launch environments before go‑live.
• Monitor live AI interactions, fine‑tune flows in real time and address deviations or inaccuracies.
• Analyse chat logs to identify friction points and iteratively improve response templates, routing logic and system behaviour.
• Track system health metrics, respond to AI‑related bugs or incidents and drive swift resolution.

Required profile

• Minimum 2 years of customer support experience, including handling escalations and complex issues.
• Strong understanding of the AI ecosystem, demonstrated through professional projects, preferably in support.
• Highly customer‑focused with a passion for advocacy and data‑driven problem solving.
• Excellent organisational and multitasking abilities.
• Full professional proficiency in English and Hebrew.

Required skills

• Hands‑on experience with Zendesk (including Explore) or similar CRM systems.
• SQL knowledge for data analysis.