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We are seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations. You will be responsible for optimizing and driving the efficiency of our metrics and strategy to support rapid growth. With a deep understanding of customer behavior and how large-scale CX teams operate, youll guide us in delivering exceptional experiences at scale while championing the voice of the customer across the organization. This is a key role for someone ready to shape the future of CX.

Responsibilities:

Global Leadership & Team Growth:
Lead, mentor, and develop a high-performing global team of Customer Experience Specialists based in Tel Aviv and Richmond, Virginia.
Set clear goals, foster continuous improvement, and ensure alignment with company objectives.
Be a hands-on leader, guiding the team through complex customer scenarios.
Travel to Richmond offices up to 4x a year to strengthen relationships and ensure seamless team alignment.

Customer Experience Strategy:
Refine and elevate an omni-channel CX strategy that delivers seamless interactions across all touch points.
Optimize workflows to boost efficiency, meet SLAs and department goals.
Collaborate with cross-functional teams, primarily claims experience and product, to ensure a consistent and excellent end-to-end customer journey.

Expansion of Team Expertise and Responsibilities:
Pioneer the expansion of our team's expertise from insurance to comprehensive travel and financial assistance, empowering them to provide end-to-end support across evolving product lines.

Tech & Data-Driven Leadership:
Monitor and act on CX metrics to keep us as the highest-rated travel insurance in the U.S.
Leverage tech and data insights to enhance operations and scale effectively.
Partner with Product and Tech teams to drive innovations and constantly improve customer loyalty.

Were looking for a Customer Experience Team Lead to manage and mentor a team of agents in Israel as part of our global CX team.

In this role, youll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. Youll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities:
Team Management: Lead, mentor, and support a team of 10-15 CX agents.
Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
Escalation Handling: assist our Seniors and front line with escalations and manager calls.
Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.

We are 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.

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.

As our Web Services Customer Solutions Manager you will be responsible for helping to guide large and complex AWS customers along their multi-year journey to the cloud. In this new, highly visible position you will ensure that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.

In the role, you will be a critical partner to our customers, leveraging your delivery experience with large scale engagements, transformations, and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational, educational and governance aspects of a successful AWS cloud journey.

You will interface with customer and our leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, customer teams, and planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. The execution of education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and go-live events and transitions are a few items owned by the CSM that are critical to the success of our customers cloud journey.

You are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of AWS/ Amazon to our customers, you will proactively help solve the customers challenges through new ideas, tools and mechanisms.

Successful candidates will have a strong delivery and change management background, be detail oriented, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and drive virtual teams. Your enterprise experience and operational excellence will influence the teams decisions, provide insight, and help drive secure and robust solutions.

As a Technical Support Specialist, you will be responsible for the analysis, processing, technical recommendation and resolution of technical inquiries, cases and requests from all customer segments.
The role is customer-facing support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
The ideal candidate should be flexible, detail-oriented, have a strong support background and highly skilled at working with customers directly. The position requires willingness to be trained in one of our Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.
The position requires the candidate to be detail oriented, work with minimal supervision, good research skills and above-average problem solving skills to handle simple to more complex customer cases. In addition, a good background in system analysis, design and functional support is needed to determine potential software bugs.
The position will also require the candidate to work closely with our R&D team and with Customer Success on customer-related issues and tasks to ensure our customers receive a product-tailored appropriate solutions.
The position will also give the candidate the the opportunity to troubleshoot and support various software configurations and run appropriate testing & diagnostics, providing our customers with professional technical support. Youll collaborate with the R&D and product teams, and learn about software engineering processes.