Customer Experience Specialist

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