Faye is looking for a Customer Experience Specialist to join our fast-growing team in Richmond, Virginia 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 leader 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- Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity.
- Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
- Provide real-time support related to travel inquiries & emergency events.
- Collect & monitor travel intelligence information.
- Interact with travel & medical providers.
- Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
- Efficiently handle customer complaints with empathy, knowledge and understanding.
- Complete customer requests in a friendly, professional and timely manner.
- Work collaboratively across teams and departments to help solve any matter at hand.
- Local to Richmond, Virginia and able to work an in-office, hybrid schedule
- Native English speaker
- Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST
- Excellent verbal & written communication skills
- Ability to display great time management and prioritize workload while remaining organized and efficient
- Proven experience in customer service/call center roles
- Familiarity with American customer service and culture
- A medical and/or travel background - a plus
- Tech-oriented
Skills Required
- Local to Richmond, Virginia and able to work an in-office, hybrid schedule
- Native English speaker
- Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST
- Excellent verbal and written communication skills
- Ability to display great time management and prioritize workload while remaining organized and efficient
- Proven experience in customer service/call center roles
- Familiarity with American customer service and culture
- Tech-oriented
- A medical and/or travel background
Faye (withfaye.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Faye (withfaye.com) and has not been reviewed or approved by Faye (withfaye.com).
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Leave & Time Off Breadth — Feedback suggests 20 days of PTO has been highlighted positively. This points to a relatively robust time-off offering.
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Affordable Benefits — Feedback suggests fully paid benefits have been cited, reducing out-of-pocket costs. This implies the benefits package may be financially accessible.
Faye (withfaye.com) Insights
What We Do
Named a TIME Best Invention of 2025, a Top 25 Hot Travel Startup of 2025 by PhocusWire, a Top 50 Insurtech Startup Globally in 2025 by CB Insights, one of the Best Travel Insurance Companies by The Wall Street Journal, and a LinkedIn Top Startup of 2025. Faye is award-winning travel insurance that provides whole-trip travel coverage and care to bring out the best in each journey with industry-leading technology that enables smarter, faster, smoother assistance and claims resolutions. Our robust travel insurance covers your health, your trip, your stuff, and even your pet, via an app that provides real-time proactive solutions, quick reimbursements and 24/7 customer experience specialists who turn travel mishaps into laugh-about-it-later memories. Join our team of travel and insurance experts as we set a new standard by overdelivering in an industry oftentimes synonymous with doing the opposite.
