AI Trainer (Customer Experience)

Description Who We Are At Faye, we’re redefining travel insurance with a modern, customer-first approach. Our mission? To help travelers explore with confidence, knowing they have real-time support every step of the way. If you’re passionate about creating smooth, welcoming experiences for both employees and guests, thrive in a fast-paced environment, and want to join a team that works hard, plays hard, and grows fast — this is the role for you! As an AI Trainer, you’ll 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. You’ll 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 Requirements 1–2 years of experience in a Customer Experience (CX), support, or operations role Strong communication skills, with the ability to evaluate and refine tone and messaging Highly detail-oriented with strong organizational skills Tech-savvy and quick to learn new tools (e.g., Slack, Quack, Gmail, Mac iOS) Proactive and self-driven - you take initiative and follow through Passion for creating high-quality, consistent customer experiences Collaborative mindset - you enjoy working cross-functionally with teams such as CX, Data, Product, HR, IT, Claims, and leadership Why You’ll Love Working at Faye? Our values aren’t just words on a wall, they guide every decision, every interaction, and how we show up for our travelers and each other: Traveler First Win Together One Team Own It 1% Better Every Day Enjoy the Journey Location & Schedule: Tel Aviv, IL – hybrid model Full-time, Sunday through Thursday, daytime schedule If you’re ready to help shape an office culture that’s as vibrant as our mission, while keeping things running seamlessly, we’d love to meet you. Apply today and help us #enjoythejourney together!