Customer Support Specialist

Summary

Join CoverGo, a leading global no-code insurance platform, and lead our customer service function. We offer a competitive salary, 100% remote work, and the chance to work with the latest technology in the Insurtech market. You will manage a team, develop customer service policies, monitor metrics, handle escalated issues, and collaborate with other teams. We are a fully funded company with a global presence and a diverse team. We offer flexible leave, a competitive remuneration package, performance bonuses, stock options, and a learning and development plan.

Requirements

• Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role
• Strong understanding of customer service practices and customer journey management within tech or SaaS companies
• Proven track record of leading and scaling customer service operations in a fast-paced environment
• Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)
• Exceptional problem-solving skills and a proactive approach to resolving customer challenges
• Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams
• A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements

Responsibilities

• Lead and manage the customer service function to deliver high quality support experience to our clients and partners
• Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations
• Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership
• Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction
• Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience
• Build a feedback loop between customer support and product development to enhance feature development and usability
• Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce)
• Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution
• Support the implementation of new tools and systems to scale customer support and improve automation where appropriate
• Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery
• Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction

Preferred Qualifications

• Fluent in English; additional language skills are a plus
• Previous experience in the insurance or InsurTech space is a strong advantage

Benefits

• Fully Remote
• Flexible Leave
• Competitive renumeration package
• Performance Bonus
• Stock Options after 6 months
• Company activities and events
• Learning and development plan
• Remote work allowance