Customer Care Expert (AI)

Location: Cedar Rapids, United States; hybrid with a minimum of 3 days per week in the Cedar Rapids office. Training is onsite every day, Monday–Friday, 8am–5pm.

Company

Wix builds web creation and business products that help users succeed online, serving over 299 million users worldwide and leveraging AI across its product development.

What you will do

• Provide customer support across email, chat, and phone using product knowledge, problem-solving, and AI-powered tools.
• Manage a high volume of user contacts, navigate multiple software tools, and document interactions accurately in real time.
• De-escalate complex or sensitive situations, identify user needs, and build strong customer relationships.
• Introduce users to relevant Wix tools, services, and products and support onboarding where appropriate.
• Collaborate with peers, product teams, and other departments to share user feedback, follow escalation paths, and influence product roadmaps.
• Analyze user behavior and satisfaction, maintain current product knowledge, follow security and privacy protocols, and exceed KPI and SLA targets.

Requirements

• At least 1 year of experience in a client-facing role.
• Strong emotional intelligence and the ability to handle complex customer needs with empathy and professionalism.
• Strong critical-thinking skills and the ability to maintain focus and productivity for extended periods.
• Ability to remain composed and exercise sound judgment under routine work pressures.
• High performance standards, continuous improvement, ownership, and accountability.
• Passion for new technologies such as AI and eagerness to learn.
• Ability to handle multiple user interactions, including back-to-back or simultaneous interactions, in a fast-paced environment.
• Motivation to develop an individual career path based on personal strengths and interests.

Nice to have

• Experience in technology, SaaS, or internet companies.

Culture & Benefits

• Collaborative Customer Care Guild environment with ongoing feedback and cross-functional cooperation.
• Full-time fixed-shift roles that include evening and weekend hours; final shifts depend on availability at the time of the offer.
• Fully covered medical, dental, and vision benefits, plus life benefits.
• Flexible paid time off, emotional and mental health support, and allowances for nutrition, fitness, and productivity.
• 401(k) matching with no vesting period, equity, and RSUs for all employees.