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:
- Who is Aura?
- Details on the Aura Customer Experience team
- A typical day
- The interview process
- Why now is a good time to join the team
Video Summary
Who is Aura?
Aura is an AI-powered digital safety platform that helps individuals and families stay safe online. The service protects connected lives across all types of technology, safeguarding personal data, children, and aging loved ones.
How is the Aura Customer Experience team structured?
The Customer Experience (CX) organization is one of the largest teams at Aura. It features multiple tiers and lines of business, including:
- Tier 1 Specialists
- Support Staff and Supervisors
- Directors and Senior Managers
The department strongly emphasizes internal career growth and clear development paths for its members.
What are the daily responsibilities of an Aura CX specialist?
A Tier 1 Specialist handles inbound and outbound phone calls covering several core areas:
- Billing Support: Assisting customers who want to update their payment details.
- Technical Troubleshooting: Helping users log into the Aura application or website.
- Identity Theft Assistance: Gathering critical details from victims of identity theft and seamlessly escalating their cases to the specialized “White Glove” expert team.
What is the interview process for Aura Customer Experience jobs?
The interview process at Aura consists of three distinct stages:
- Recruiter Screening: An initial conversation to gauge your baseline expertise.
- Hiring Manager Interview: A deeper dive with a supervisor or senior manager to evaluate empathy, customer service experience, and technical background.
- Final Interview: A high-level discussion with a director or senior manager focusing on culture fit and alignment with the Aura brand.
Why should you join the Aura CX team now?
Aura is actively hiring throughout the year due to consistent company growth. The organization frequently promotes from within, making it an ideal time to join for professionals looking for long-term career development.
