Customer Care Expert - (Remote in Colorado) at Wix

| Greater Denver Area | Remote
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We are:
Wix's Customer Care Team in Denver, CO - our newest worldwide Wix office! At Wix, we build products that help millions of users grow their businesses online, and we care a lot about their experience. As part of our global organization of Customer Care, our team is responsible for building strong relationships with Wix users, uncovering their needs and guiding them to success throughout their user journey.
At our office, you'll find a friendly atmosphere, fantastic coworkers, and diverse opportunities for growth in a fast-paced, startup, and dynamic environment. We offer competitive salaries, equity, and ESPP, a 401K with company contribution, as well as full medical and dental coverage from day 1. In addition, our offices are stocked with snacks and we deliver lunch daily. Our people enjoy exercise classes and wellness activities, plus we have fun activities going all the time - lots of them!
You are:
A professional with at least 2 years' experience in customer service, in any industry. No tech experience required, we'll train you :) You find meaning and pleasure in helping others succeed, enjoy building personal relationships, and are curious to know what really drives users and their needs. You have strong critical thinking skills and are confident about taking responsibility and ownership. You hold yourself to high-performance standards and work to improve constantly. You're passionate about new technologies and always eager to learn more. You thrive in a fast-paced, dynamic environment and look at change as an opportunity to grow.
Lastly, you realize there is more than one career ladder, and you have the drive to find your own career path - recognizing your strengths and interests.
As a Customer Care Expert, you will:
  • Build strong relationships with Wix users, uncover their needs and help guide them through their user journey.
  • Offer them new options and alternatives where appropriate.
  • Develop expertise in Wix products and stay up to date with new features and improvements.
  • Work with other departments and product teams, and liaise with them about our users' needs to impact product roadmaps based on user voice.
  • Analyze user behavior and relevance to determine their effect on user satisfaction.
  • Manage email, phone, chat, and/or other communication channels as a primary contact for Wix users.

Approximate base compensation $ 17 - $ 21/ hr. In addition to base pay, you will receive company RSUs as part of the compensation package. The final package may vary and will be determined by various factors including location, shift, and/or candidate experience. You can learn more about Wix benefits here.
This position is open to candidates that are located within the state of: Colorado - with the option of either being fully remote or hybrid (2 days in the office, if within commutable distance to the office in downtown Denver)
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcomed, and anyone has the right to succeed.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

We're located in the LoDo area, within walking distance from Coors Field, Larimer Square, and less than 10 minutes from Union Station.

An Insider's view of Wix

What’s the vibe like in the office?

The vibe is be who you are. You have an impact on those you come in contact with (yes, even virtually). It's the reason you’re here or want to join. Wix is filled with nothing more than good people working hard to help other people. The level of care you'll receive working for Wix from within this Wix is more than you could ever imagine.

Christian

Customer Care Expert

How do you collaborate with other teams in the company?

Collaborating is the best part about this company! While working from home during this time can be difficult elsewhere, when it comes to reaching out to solve a user’s or an employee’s problem, Wix makes that so easy with using the latest collaboration tools like Slack. It’s a great way to build a network while being away from a physical office.

Neha

Customer Care Team Leader

What makes someone successful on your team?

Our Customer Success team provides the best solutions to maximize our users’ success on Wix. Someone who is committed to personal & team excellence, has a strong understanding of eCommerce offerings, can build meaningful relationships, and is solution oriented will do well here.

Bruce

Senior Account Manager, eCommerce

How do you empower your team to be more creative?

We embrace change: we are still a "startup team" testing new ideas and demonstrating our impact to our customers and internally. We believe in teamwork: it's more important than ever to demonstrate your ability to help teammates. We “run with it”: our most successful Account Managers take an idea and execute with little to no guidance.

Alana

VP, Account Management

What does your typical day look like?

At Wix, time flies by because every day is different! You never know what your user will need that day. But what is constant is the teamwork, amazing atmosphere, and OUR CULTURE! Working and collaborating virtually can be challenging and isolating, but Wix does a great job keeping us "together." The Wix family is unlike any other.

Mikaela

Customer Care Expert

What are Wix Perks + Benefits

Wix Benefits Overview

We believe in a people-first approach, continuously adding to our benefits package to create an amazing employee experience for all.

Although we’re happy to offer great benefits like a competitive salary, 401k with matching, full medical and dental coverage, mental health resources, and generous/flexible PTO, what we value most is our “Take It Personal” approach to caring for our people. We recognize every employee has different needs, so we work to provide them with unique support and resources that go beyond the typical benefits package.

Whether that’s giving them extra time off to take care of a personal issue, being thoughtful in how we create an inclusive culture of belonging, shipping care packages for those who are sick, or providing food and shelter for someone who was affected by a natural disaster, we’re always there. It’s just The Wix Way.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Wix Rainbow for our LGBTQIA community and sKinTech for POC.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
100% covered for employees
Vision Benefits
100% covered for employees
Health Insurance Benefits
Wix pays 100% of base coverage. Employees have the option to buy up at a premium.
Life Insurance
Wellness Programs
Mental Health Benefits
Wix pays 100% of base coverage. Employees have the option to buy up at a premium.
Retirement & Stock Options Benefits
401(K) Matching
Wix matches up to 4% of your contribution with no vesting period.
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Wix sponsors family oriented events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We have a casual dress code!
Commuter Benefits
This is currently not valid due to COVID-19 and remote work.
Company Outings
Wix hosts company outings and events.
Free Daily Meals
Stocked Kitchen
We have fully stocked kitchens.
Some Meals Provided
Employees receive a bi-weekly allowance of $220 via Benepass to purchase meals from restaurants, food delivery platforms, and grocery stores.
Happy Hours
Pet Friendly
Wix's pet policy is dog friendly daily.
Recreational Clubs
Wix has recreational club choices all year round.
Fitness Subsidies
Classpass membership: Wix subsidizes 85% of the 45-credit plan.
Home Office Stipend for Remote Employees
A $500, one-time benefit for setting up a comfortable and productive at-home working environment.
Professional Development Benefits
Lunch and learns
Wix hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

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