Customer Experience Operations Associate

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 looking for a Customer Experience Operations Associate to join our team.

The Customer Experience Operations Associate responsibilities include online order processing and VIP order fulfillment. This role is key in ensuring employees receive their eyewear efficiently while maintaining a great customer experience.

You have:

• Multi-tasking abilities are a must.
• English and Hebrew are a must.
• Experience working with Google Cloud apps, such as Google Sheets, and Monday.com
• Excellent communication and problem-solving skills.
• Passion for delivering outstanding customer experience.
• Willingness to actively contribute to and lead improvement initiatives.
• Experience in customer service/support/sales or a similar role via email is a plus.
• Understanding of how CRM systems work is a plus.
• Familiarity with our industry is a plus.

Your Day-to-Day:

• Glasses orders processing (online and employees): Overseeing the production process for online and VIP orders, handling any production issues, and regular glasses orders processing.
• Handling social media escalations related to production and delays.
• Employee Orders Management: Handling employee eyewear orders, verifying details, and ensuring timely fulfillment.
• Employee Support: Assisting employees with order inquiries, adjustments, and troubleshooting any issues.
• Coordination & Communication: Collaborating with internal teams (labs, logistics, and customer experience) to ensure seamless order flow.
• Process Improvement & Problem-Solving: Continuously seeking ways to enhance efficiency by thinking outside the box, identifying bottlenecks, and proactively troubleshooting potential issues that may arise in order processing, fulfillment, or communication.

Role located in Ramat HaChayal, Tel Aviv.