Maroussia Edouard joined our Customer Care group in Dublin during the pandemic and was recently promoted to a Team Lead. We spoke about her journey at Wix, the challenges of remote managing and the things she’s waiting for when we return to the office

Maroussia Edouard had a soft spot for Wix way before she even considered joining us. “During my university studies I used the platform for side projects and really enjoyed my experience with our products. When I moved from Paris to Dublin and started looking for a job, I was really happy to discover that Wix had an office in the city”.

Maroussia applied for the Customer Care Expert French-speaking users position during the initial outbreak of the pandemic. She remembers signing her contract while writing her master’s thesis in political science. A short while later, in late May 2020, she was defending it during a lunch break in her onboarding to Wix.

“I was always passionate about client interactions and had the chance to experience various forms of customer interactions when I was working as a flight attendant during my university holidays”, she explains what drew her to our Customer Care organization.

What was it like to start a new job during the pandemic?

“Starting the first job of your career in the middle of a pandemic is on paper quite a

challenge. However, I have to say that the whole process was so smooth thanks

to the amazing work from our HR team in Dublin and our Learning &

Development team. I really felt supported through the whole process, and it

really made the whole experience very enjoyable.

“Of course, meeting lots of new people on Zoom and never in real life requires a

bit of adaptation, but once again everybody was so nice and made me feel very

comfortable. Indeed, after a few days it felt like we knew each other quite

well already”.

What was your favorite part of the job?

“My favorite part of the Customer Care Expert role is the care aspect of the job.

You can stay as long as needed on the phone with the user, have time to create

a relationship with them, get to know their business in depth and really

feel that you have an impact on their day, their business and their impression

of Wix. A massive plus for me is that no day is the same as the previous one, and this makes the job very enjoyable in the long run. I think my most memorable experience with a Wix user was with this 80 something year old lady from Quebec, Canada, who has a website dedicated to the poetry of her late husband. I reached out to her and helped her for over 1 and a half hours with her domain connection issue. At the end of the call, when she saw her website up and running again, she was so happy that she started crying. This website really means the world to her, and it definitely meant the world to me to be able to help her. Her reaction was so intense, it really gave me a sense of purpose and accomplishment in my job like never before”.

How did that change when you became a Team Lead?

“My favorite part of my current role (Customer Care Team Lead) is that I can take the time to support my team and each member individually. It’s not just a managing position where you only handle day to day issues and administrative work. You can offer your agents a team environment that makes them happy to get up and work every day, a personalized approach to better match their needs, and create projects to enable them to develop various hard and soft skills”.

What are you looking forward to when we return to the office?

“I’ve never worked in an office environment in my life, as I previously worked

as a sales assistant and a flight attendant, so I am eager to discover the

office life. I think the main aspects I am really looking forward to are the

little things that make your day sparkle: being able to have lunch with some of

my colleagues and get the opportunity to really connect with them at a deeper

level, crossing familiar faces going from one room to another and being able to

have a small chat or just smile at each other and say hello. However, as a Team Lead of a team composed of people permanently working from home and people going back to the office, I also want to make sure that the agents staying at home still feel part of the team and the unique company culture we work in”.

We talk a lot about “The Wix Way”. What does it mean to you?

“The Wix Way represents to me this immediate family-like environment that you can

experience from Day 1. It is one of the main assets of Wix as a company, more important than the goodies we get or the events we have. The massive support that you get on a daily basis is what makes this job very enjoyable and makes me want to give back to others as much as I received during this past year. If we talk about user interaction, the Wix Way follows the mantra of quality over quantity. Our users are not numbers or credit card details, they are people with needs, requests, frustrations, businesses to run and families to take care of. As part of the Customer Care group, it is our duty to make sure that every single user we are interacting with feels listened to, understood and supported to the best of our abilities. This goal is not only satisfying our users, but also makes the Customer Care Expert day-to-day job way more enjoyable. The care approach makes you proud of the service you provide, the company you work for and the impact you have on Wix users”.

Feeling like making an impact too? Explore all available Customer Care positions at Wix.