Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Support knowledge work sits at the intersection of product, operations, and customer experience—an area that matters in any subscription business where retention is shaped by how quickly issues are understood and resolved. This role stands out for its explicit focus on turning support interactions into structured knowledge, workflows, and stakeholder feedback, using tools like Zendesk and AI-assisted analysis to surface patterns at scale.
For a SaaS career path, the long-term value is in learning how support data becomes an operational system: taxonomy, deflection strategy, internal enablement, and KPI-driven iteration. Experience building and maintaining an internal knowledge base translates well across SaaS environments, especially as companies standardize on self-serve support, automation, and cross-functional insight loops between Support, Product, and Engineering.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Support Knowledge Specialist
- Customer Relations
- Tel Aviv, Israel
- Full-time
Description
Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the Universe. The company is headquartered in the heart of Tel Aviv.
We're looking for a passionate and skilled Customer Support Knowledge Specialist to join our dynamic Knowledge team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!
Responsibilities
- Serve as the point of contact for our players, efficiently resolving inquiries and ensuring customer satisfaction.
- Collaborate closely with various teams within the studio to optimize the player experience.
- Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
- Leverage AI-driven tools to analyze support data and identifying emerging trends
- Create and maintain workflows in the Internal Knowledge Base to ensure accuracy and relevance.
- Lead projects from initiation through completion, ensuring timely delivery.
- Identify opportunities for improvement and implement strategies and optimizations to enhance department KPIs.
Requirements
- A minimum of 2 years in customer support with experience in knowledge-related roles.
- Proficiency in English and Hebrew.
- Highly customer-focused approach with excellent communication skills.
- Experience in utilizing AI tools to analyze trends and derive actionable insights.
- Ability to collaborate effectively with various teams.
- Proactive, creative, and self-driven attitude.
- Strong analytical and organizational skills with a data-driven approach.
- Experience using Zendesk, including Explore, or other CRM systems.
#LI-Hybrid
