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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
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
This role sits within a structured, SLA-driven Customer Support Hub delivering
multi-channel service and operational execution across phone, chat, email, and
back-office workflows.
This is not a script-based or volume contact centre role. You are expected to
understand policy, apply judgement, and manage complex customer interactions
with composure and clarity.
You will own customer cases across channels while maintaining full utilisation
through structured administrative execution during non-live periods. Performance
is measured across quality, SLA adherence, documentation accuracy, and
operational productivity.
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Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Only candidates with demonstrated excellence in multi-channel support
environments will be considered.
Key Responsibilities
- Multi-Channel Customer Ownership: Manage inbound phone, live chat, and email
inquiries end-to-end, applying policy confidently and explaining decisions
clearly without relying on scripts. - Complex Case Handling: Maintain control of complex or emotionally charged
conversations, ensuring high service quality across all communication
channels. - Hybrid Back-Office Operations: Process claims administration, triage, and
manual case filing while maintaining audit-ready documentation in ticketing
and associated systems. - Operational Excellence: Meet or exceed SLAs, QA benchmarks, and productivity
targets with high case accuracy and minimal rework. - Compliance & Continuous Improvement: Follow SOPs and regulatory standards,
exercise sound judgment on resolution vs. escalation, and proactively flag
process gaps or compliance risks.
WHAT YOU WILL BRING
- 3+ years experience in a multi-channel customer support environment with
measurable SLA targets - Native or professional fluency in German (C1/C2 level) with exceptional
written and verbal communication skills - Demonstrated experience handling complex or sensitive cases independently
- Proven ability to switch between phone, chat, email, and administrative tasks
without quality loss - Strong written communication and documentation capability
- Experience operating within regulated, compliance-driven, or policy-based
environments
Candidates who rely heavily on scripts, struggle with structured written
communication, or require close supervision in policy interpretation will not
proceed.
Highly regarded:
- Experience in insurance, fintech, travel, or regulated environments
- Familiarity with Zendesk or similar case management tools
- Exposure to SLA-driven operational environments
- Additional language proficiency beyond English is highly regarded and may be
utilised to support regional customer demand.
WHAT YOU WILL HAVE
- Clear and controlled verbal communication
- Strong written clarity and structured documentation
- Attention to detail
- Operational discipline
- Time management and workload prioritisation
- Emotional composure under pressure
- Accountability and reliability
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KEY INITIATIVES
- Consistent SLA compliance across all channels
- High QA performance with minimal corrective feedback
- Clear, concise, and defensible case documentation
- Sound escalation judgement
- Full utilisation across channel demand fluctuations
WHY COVER GENIUS?
Cover Genius not only cares about being the best in our industry, we care about
our team. We’re a business that understands life can be fluid and so we flex to
ensure we provide the environment to suit that. What does that mean?
• 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 [https://www.instagram.com/p/B9qnOuUpDVx/] 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.
[https://covergenius.com/privacy-policy/]
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