ABOUT THE COMPANY

Cover Genius is a Series E Insurtech [https://covergenius.com/cover-genius-closes-80m-in-series-e-funding-as-investors-see-700-billion-opportunity-in-embedded-protection//] that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com [http://Booking.com], Intuit, Hopper [https://covergenius.com/hopper-demo/], Skyscanner [https://covergenius.com/skyscanner-demo/], Ryanair [https://covergenius.com/ryanair-demo/], Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon [https://covergenius.com/available-at-amazon/], Flipkart [https://covergenius.com/flipkart-demo/], eBay [https://covergenius.com/global-online-retailer-513-growth/], Wayfair and SE Asia’s largest company, Shopee.

Our partners integrate with XCover [https://covergenius.com/xcover/], our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC [https://www.ft.com/content/1d5aabcc-5d44-11ea-ac5e-df00963c20e6] in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” [https://covergenius.com/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

ABOUT THE ROLE

We're looking for a Senior Manager, Customer Support to own and run our customer support operation globally, at a moment where we're deliberately changing what that operation looks like. This is a single-leader mandate across all regions, not a slice of it: you'll be the one accountable for how support performs worldwide. Our ambition is to automate the vast majority of routine support interactions, so that our teams can focus their time on the cases that genuinely need a human, and resolve them well. Getting there means fixing two things at once: building the automation itself, and building a genuine resolution mindset in the teams and vendors who still handle support day to day.

This is a hands-on leadership role, not a purely strategic one. You'll be close to the metrics, close to the quality scores, and close enough to individual cases to know where the real problems are. You'll report into our Director of Service Operations and work alongside Vendor Management and Complaints as part of the same leadership group, and you'll partner constantly with Product, Engineering, Quality Assurance, and People teams to make change actually land on the floor, not just on a slide.

KEY RESPONSIBILITIES

• Own global support delivery: Take end-to-end accountability for customer support performance across all regions and channels, delivered through both in-house teams and outsourced vendors.
• Drive automation at scale: Partner with our internal engineering and process design teams to push routine support toward automated, straight-through resolution, with a clear ambition to automate the large majority of volume over time.
• Build a resolution-first culture: Lead the shift toward a genuine resolution mindset across our global support teams and partners, through coaching, training, and incentive design that rewards the right outcomes for customers.
• Partner with QA to close the loop: Work hand in hand with Quality Assurance on a continuous iteration cycle for quality standards, calibration, and coaching, so issues are caught, understood, and fixed at the root.
• Run a tight operating rhythm: Own delivery against SLA, quality, CSAT/NPS, and productivity targets, and translate those targets into clear, daily actions for the team.
• Lead through constant change: Operate comfortably with frequent shifts in tooling, process, and priorities, and bring your team with you rather than letting change stall delivery.
• Improve the process, not just the people: Identify and implement process redesign that removes the root causes of poor quality and low resolution, backed by data rather than instinct.
• Hold vendors to the same bar: Where support is delivered by outsourced partners, work with Vendor Management to hold them to the same quality and resolution standard as in-house teams.
• Partner with Workforce Management: Work closely with WFM to keep staffing right-sized across regions and channels, balancing automation-driven volume shifts against real-time demand so service levels hold without over- or under-resourcing.
• Partner with Training: Work with the Training Lead to keep onboarding and ongoing training genuinely fit for purpose, so new and existing team members are set up to deliver resolution-first, quality service from day one.