Support Specialist

About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes Ship Rush, Zip and Seat Geek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award‑winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired. Our People are not Perfect, Traditional, Complacent or Cautious.

As a Support Specialist, on our Customer Team, you will own the delivery of excellent customer service for customers using our insurance products. To drive success in this role, you will have strong attention to detail and great organizational and time management skills. With a bachelor’s degree, you will ideally have experience handling customers' inquiries online. As the Support Specialist, you will ensure that customers’ and partners queries are answered in a timely manner, according to the processes in place.

Regular collaboration with the Claims team, as well as the Content and Complaints team, will be key in ensuring that agreed SLAs and KPIs are met.

• Customer Interaction: triage or handle the resolution of customers' inquiries via phone, live chats and email channels.
• Customer
  
  Education:
  
  assist customers in understanding how to use the company’s products and services, providing guidance as needed.
• Team
  
  Collaboration:
  
  work closely with team members to ensure a seamless customer experience and elevate complex issues to senior agents or supervisors when necessary.
• Documentation: accurately document customer interactions, issues, and resolutions in the company’s CRM system.
• Process Improvement: identify and recommend process improvements to enhance efficiency and operations.
• Quality: maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs.
• Compliance: be aware of current insurance guidelines, policy updates, and regulations. Follow company guidelines and local regulations to ensure claims are handled fairly and ethically.

• 1-2 years experience handling customer queries online, ideally in a call center or online platform.
• Phone support experience (required).
• Fluency in English (verbal & written) is essential for communicating internally and externally.
• Any other European language (highly preferred).
• Experience supporting vulnerable customers (highly preferred).
• Strong communication and interpersonal skills.
• Proficiency in using CRM systems and related software (preferred).
• Proven ability to identify problems and find solutions.
• Bachelor’s or postgraduate degree in a related field or equivalent is desirable.

• Time Management
• Organization
• Attention to Detail
• Demonstrates resilience
• Learning orientation
• Relationship building skills
• Communication Skills

• Meet agreed SLAs
• Achieve individual and team’s KPIs
• Meet QA benchmark

• Flexible Work Environment - Our teams are remote and hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.
• Work with like-minded people who are passionate about both the work we’re doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!

Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.

For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.