Senior Customer Service Representative, Optical & Insurance

Who We Are
At VONDER, we are building for a future where intelligence expands human possibility without competing for human presence.
We believe AI should become a quieter, more natural part of everyday life—helping people remember more, think clearly, and work with less friction. We pursue that vision through intelligent eyewear, a personal and everyday medium for reimagining how technology can belong in our lives. Our approach is simple: fashion leads, and technology serves unnoticed.
VONDER is an AI-native team passionate about the next frontier of intelligent wearables. We value calm, deliberate execution, high standards without fear, and long-term thinking over short-term noise. We believe action brings clarity—and that meaningful work is best done by people who care deeply, think independently, and make one another better.
If you believe the future of AI should be more useful, more personal, and more respectful of human attention, we'd love to hear from you.
Role Description
Our customers purchase premium smart glasses directly online and occasionally need expert support along the way—whether they are clarifying prescription details, tracking an order, or navigating their vision insurance. While our AI agent successfully resolves a large share of routine inquiries, your role as a Senior Customer Service Representative is to serve as the critical human expert behind and above AI.
In this role, you will own the complex, high-stakes cases—such as prescription discrepancies, insurance disputes, and escalated customer situations—that require the seasoned judgment and empathy that automation cannot provide. You will also regularly audit and sample AI's accuracy to ensure our automated support remains precise, helpful, and aligned with our premium brand voice. By monitoring customer signals, you will act as the brand's CX radar, spotting emerging product, lens, or insurance issues early and pushing them to Product and Operations for quick resolution. Additionally, you will bring a leadership element to the team by mentoring in-house teammates and overseeing external or outsourced agent teams to keep our overall service quality consistently high.
If you have hands-on experience supporting US online prescription eyewear customers and navigating US vision insurance, you won't just reply to tickets, you will help define how our AI and human experts deliver world-class support together.
Responsibilities
Expert-Level Optical & Insurance Support (Own the Hard Cases)
Handle the escalated tier of customer inquiries across prescription smart glasses, including frame and lens questions, prescription verification, remakes, exchanges, and post-delivery optical issues.
Read, verify, and interpret prescriptions (PD, sphere, cylinder, axis, OD/OS), flagging incomplete or out-of-range prescriptions before they go to production, and guiding customers through corrections.
Serve as the in-house authority on US vision insurance, helping customers understand in-network vs. out-of-network benefits, out-of-network reimbursement, claims filing, and FSA/HSA eligibility under major plans like VSP, EyeMed, and employer-sponsored coverage.
Own difficult, high-emotion cases end-to-end, resolving them with empathy, speed, and firm judgment while protecting the brand.
AI Accuracy Auditing & CX Problem Radar
Sample and quality-check the AI agent's replies on a regular basis for accuracy, usefulness, tone, and adherence to company policy, flagging and correcting recurring mistakes.
Feed performance learnings and feedback back into the system so the AI's knowledge base, macros, and response logic continuously improve.
Monitor AI conversations and customer feedback to stay ahead of emerging CX issues, ensuring brand-level problems are surfaced and escalated the moment they appear.
Act as the bridge between frontline reality and the internal teams (Product, Operations, Marketing, Lens Lab) who can resolve root causes.
Customer Issue Triage & Escalation SOPs
Define and maintain triage rules determining which issues the AI can resolve, which need human intervention, and which demand senior or cross-functional involvement.
Build and refine escalation playbooks, knowledge articles, and agent-facing cheat sheets so every support layer answers consistently.
Qualifications
3–5+ years of experience in customer service with direct experience supporting US online prescription eyewear/optical customers, advising real customers of overseas direct-to-consumer brands (e.g., Oliver Peoples, LensCrafters, Zenni, EyeBuyDirect, eyeglasses.com, or similar) on prescription and insurance questions.
Demonstrated working knowledge of US vision insurance, including VSP, EyeMed, and other carrier benefit structures, in-network vs. out-of-network claims, out-of-network reimbursement, and the FSA/HSA filing process.
Strong, fluent command of optical terminology (PD, sphere, cylinder, axis, lens index, single-vision vs. progressive, coatings) and the ability to read and verify a prescription.
Experience handling escalations and high-emotion cases with empathy, sound judgment, and personal ownership.
Excellent written and verbal English; you can translate technical optical and insurance details into plain, reassuring customer language.
Comfort with CRM/ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, or similar) and familiarity with using or improving AI-driven/chatbot-assisted support workflows.
Experience coaching peers or managing external/outsourced BPO agent teams, including quality monitoring and KPI management.
Ability to work US time-zone hours and coordinate across distributed, cross-functional teams.
Nice to Have
Experience supporting smart glasses, wearables, or consumer electronics alongside optical products.
Experience building or maintaining knowledge-based articles, macros, or AI reply training materials.
Insight into how to evaluate AI assistant accuracy and quality in a support setting.
Exposure to additional international vision/health insurance systems (UK, EU, APAC) or processing overseas insurance for non-US customers.
Bilingual language skills (Mandarin/English or Spanish/English) are a plus.
ABO/NCLE optician certification or equivalent formal optical training.
Experience with premium or luxury retail service standards (white-glove care).
What We Offer
Define and build the next-generation AI glasses platform — a front-row seat to shaping how people interact with wearable intelligence
An AI Native working environment — AI is deeply integrated into our workflows, tools, and product development, so you work alongside cutting-edge AI every day, not just build it
A sharp, full-stack team that thinks from first principles and ships with speed
Competitive compensation package including base salary, discretionary bonus, and equity — with total compensation determined by candidate level, experience, and qualifications. Comprehensive health, dental, and vision insurance, 401(k) with company match.
Flexible schedule, PTO, sick leave, and personal leave
Collaborative, inclusive, engineering-driven culture
VONDER is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This role requires the ability to work at a computer workstation for extended periods.

Work arrangement
Yes