CX Line of Business (LOB)

GlassesUSA.com, part of the Optimax Eyewear group, has rapidly grown into a leading direct-to-consumer online eyewear retailer in the U.S. With the largest selection of styles and brands, we make it easy for everyone to find their perfect pair. Our mission is to enrich lives by offering eyewear tailored to individual needs, style preferences, and budgets

Through innovative technology and AI-driven solutions, GlassesUSA.com is reshaping the eyewear industry and delivering a seamless, personalized shopping experience. We ensure quality, affordability, and efficiency by controlling the full supply chain—from product design and manufacturing to optical lens production and digital experience.

We are building a new CX Line of Business (LOB) in Tel Aviv, and are looking for team members who will help shape and deliver an exceptional end-to-end customer experience.

In this role, you will manage customer interactions across multiple channels, resolve inquiries, identify trends, and ensure our customers receive outstanding support throughout their journey.

To succeed, you should be an excellent communicator, highly organized, customer-obsessed, and able to operate in a fast-paced, data-driven CX environment.

Ultimately, you will be part of establishing a new operational CX hub that strengthens our reputation as a company known for world-class service.

You Have

• Experience in customer service, support, or sales across chat/email/phone.
• Exposure to eCommerce or retail environments – an advantage.
• Experience with helpdesk tools – plus.
• Solid understanding of CRM systems and customer journey workflows.
• Strong communication, problem-solving, and multitasking skills.
• Ability to work in a dynamic CX operation with shifting priorities.
• Patience, professionalism, and a customer-first mindset.
• High attention to detail and comfort with data.
• A passion for delivering a WOW customer experience.

Your Day-to-Day

• Handle customer queries across channels with accuracy, clarity, and empathy.
• Resolve customer issues end-to-end, ensuring smooth and positive experiences.
• Manage tickets based on priority, SLAs, and operational guidelines.
• Identify recurring issues and escalate insights that improve the CX operation.
• Collaborate with other CX, product, and operations teams to improve processes.

This role is located in Ramat HaChayal, Tel Aviv (hybrid).