Aura helps individuals and families not only stay safe, but thrive in their digitally connected lives. Whether you’re safeguarding yourself, your kids, or aging loved ones, Aura helps protect what matters most with an easy to use app that includes device security, scam and fraud protection, child safety alerts and identity theft protection– all powered and automated by AI.
Felicia Ybarra, Sr Manager of Customer Experience, shares everything you need to know about their CX team!
In this Video
Felicia discusses:
What is the mission of Aura?
Aura is a digital security company designed to help individuals, families, children, and aging loved ones stay safe online across every type of technology they use. Felicia Ibarra, the Senior Manager of Customer Experience, explains that the company protects users’ connected digital lives so they can thrive safely in an increasingly online world.
How is the Aura Customer Experience team structured?
The Customer Experience department is one of the largest and most critical teams inside Aura. The organization is structured with multiple career tiers and lines of business, ranging from front-line support agents and specialists up to supervisors, managers, and directors.
What is the role of a Tier 1 Specialist at Aura?
Tier 1 Specialists at Aura manage the day-to-day front-line customer interactions, which primarily consist of taking inbound and outbound phone calls. Their core responsibilities include:
- Assisting customers with account billing updates.
- Helping users troubleshoot and log into the Aura mobile application and website.
- Serving as the initial point of contact for identity theft victims by gathering essential case details and transferring them to Aura’s expert White Glove resolution team.
What is the interview process for Aura Customer Experience jobs?
For Boston-area tech job seekers and remote applicants, the Aura hiring process is structured into three distinct conversational rounds:
- First Round: An initial screening with a recruiter to gauge your baseline expertise and background.
- Second Round: A deeper technical and behavioral interview with a supervisor or hiring manager focusing on your customer service experience, empathy levels, and technology background.
- Third Round: A final interview with a director or senior manager to assess high-level culture fit and your alignment with the Aura brand.
Are there career growth and hiring opportunities at Aura?
Yes, Aura is actively hiring for Customer Experience roles and recruits throughout the year. The department places a massive emphasis on career development and internal advancement, frequently promoting existing team members into higher-level positions as the organization expands.
