Customer Experience Specialist

Description

Who We Are Faye is the fastest-growing travel protection company in the U.S., and the highest-rated by travelers who use it trip after trip. We’ve raised $100M to build the autonomous platform for traveler care: insurance, travel care, real-time information, and finance in one place, powered by AI and a team that moves fast. We’re there for travelers throughout their entire journey, from the moment they book to the moment they’re back home. The bar is a 6-star experience, 24/7: near-instant payouts, an award-winning app and real support when travel goes sideways. It’s hard to pull off. That’s the point. Come build what’s next with us.

What We’re Looking For

• Faye is looking for a Customer Experience Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.
• We work in a fun, collaborative and entrepreneurial environment and are looking for a proactive, accountable person focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you.

Responsibilities

• Assist customers via phone, chat, and email , delivering fast, friendly, and effective support.
• Handle travel-related inquiries , from policy questions to real-time trip assistance and claims guidance.
• Resolve issues efficiently, ensuring a seamless and positive customer experience .
• Maintain high performance metrics , including response time, resolution speed, and customer satisfaction.
• Work collaboratively across teams and departments to help solve any matter at hand.

Requirements

• Proven experience in customer service/call center roles
• Native English speaker / English mother tongue level - a must
• Ability to work afternoon/evening, night, and weekend shifts - a must
• Ability to work in a hybrid model of 5 shifts per week - a must
• Excellent verbal & written communications skills
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Familiarity with American customer service and culture
• A medical and/or travel and/or Insurance background is a plus
• Tech-oriented