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As an AI Trainer, youll be part of the Customer Experience (CX) organization, working at the intersection of CX and automation to improve how we support and communicate with our customers. Youll play a key role in training and optimizing our automation tools to ensure they reflect our CX standards, tone, and quality, ultimately making our support more efficient, scalable, and user-friendly.

Responsibilities
Review responses generated by automation and assess their accuracy, quality, and alignment with established Customer Experience standards
Train and improve automation models by providing structured feedback on incorrect or suboptimal responses, with a focus on improving response quality and deflection rate
Partner closely with the Customer Experience team to ensure automation reflects real customer needs, pain points, and tone of voice
Identify trends in automated responses and coordinate with CX leadership to address gaps and drive improvements
Develop deep expertise in our automation tools (including those used at Faye) and stay informed on relevant alternatives and best practices
Support the rollout and implementation of automation across the Customer Experience value chain
Collaborate with Data and other cross-functional stakeholders to enhance and automate reporting that supports CX performance and insights
Support and lead CX and automation-related projects as needed

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.

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 youre 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.

We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The Head of Customer Experience Strategy & Enablement position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.

Responsibilities
Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
Tooling & Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.