Customer Experience Team Lead

Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite. Life at Faye At Faye, every day is a journey. Whether you’re building the next generation of travel products, coding new solutions, or helping travelers navigate the unexpected, your work here has a real impact on real people. Our team is as diverse as the destinations our travelers explore–made up of 62% women, 50% parents, and a few office pets. Since launching in 2022, we’ve accomplished what others in the travel insurance industry only dream of–and we’re just getting started. At Faye, we believe in growing together, having fun along the way, and making every day count. What We’re Looking For We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our Richmond, Virginia office as part of our global CX team. In this role, you’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.