Come Join Our Team!

We’re growing rapidly! Do not miss the opportunity to be a part of our global team as our Customer Service Solution Analyst.

About us:

At iVisa we believe that traveling should be simple. That’s why over 1.1 million travelers have chosen us to facilitate their photos, passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 100% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!

The Customer Service Solution Analyst. role at iVisa is one of utmost importance. This person will play a key role in improving our Customer Service AI chatbot by conducting daily quality sampling, identifying opportunities to enhance chatbot metrics, and optimizing team workflows within Intercom. They will also drive process improvements and automation initiatives, ensuring a seamless and exceptional customer experience.. At iVisa we take our Customer Experience very seriously, which is why we are looking for the best talent that will own the customer’s journey and will leave no stone unturned until the customer is happy.

Why iVisa?

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings.
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above.

As a Customer Service Solution Analyst, you’ll be responsible for:

• Take ownership of improving our AI Chatbot by conducting quality samples, identifying opportunities, and implementing solutions to enhance the customer experience.
• Conduct daily quality sampling of cases resolved by our AI Chatbot. 50%
• Identify opportunities to improve AI Chatbot metrics (e.g., QA, CSAT, AHT) and enhance the user experience. 20%
• Manage our customer service platform (Intercom) and its logic, rules, conditions and workflows (e.g., routing, auto-close, and efficiency-driven processes) to optimize team performance. 20%
• Identify opportunities for process improvement and automation while ensuring an excellent customer experience. 5%
• Analyze the impact of process improvement and automation initiatives. 5

What will make us choose you?

• Bachelor’s degree in Business or a related field.
• At least 6 months of experience in Customer Service (as an agent or analyst), with a proven track record of being a top performer in the team and consistently achieving outstanding metrics, and 1 year of overall experience.
• Experience in QA, Processes and/or Projects for Customer Service (desirable).
• Exceptional attention to detail.
• Strong logical and analytical skills.
• Ability to understand and distinguish between an average and an exceptional customer experience, consistently advocating for and striving to deliver the latter.
• Excellent communication skills in English, both oral and written.
• Proven ability to self-manage, organize tasks, meet deadlines, and achieve goals.
• Passion for technology, automation, AI and innovation.
• Want to grow in iVisa and go the extra mile to learn and provide the best experience to our customers.
• Are open to taking on new challenges and working in an environment of constant change due to our accelerated growth.
• Want to be a fundamental part of building the team and the foundation for the iVisa experience.

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status or medical condition