Cover Genius is hiring a
Support Manager

Summary

The job is for a Customer Support Manager at Cover Genius, a fast-growing insurtech company that provides insurance services to major digital companies. The role requires leadership of a support team, resolution of complex customer issues, process improvement, and collaboration with internal teams.

Requirements

• 4+ years in customer service or support roles, with at least 2-3 years in a leadership or supervisory position
• Demonstrated ability to lead and motivate a team, with experience in coaching and developing staff
• Fluency in English (verbal & written). Any other European language will be highly regarded
• Strong analytical and problem-solving skills, with a track record of resolving complex customer issues and implementing effective solutions
• Deep understanding of customer needs and a commitment to delivering exceptional service, with experience in managing customer satisfaction metrics
• Hands-on experience with customer support tools and CRM systems (e.g., Zendesk, Salesforce, Freshdesk), and the ability to leverage data for insights and improvements
• Experience in developing and optimizing support processes to enhance efficiency and service quality
• Advanced skills in leveraging analytics and KPIs to drive strategic decisions, optimize performance, and forecast future needs

Responsibilities

• Lead and develop a team of support staff and team leads to ensure exceptional customer service
• Oversee the resolution of complex or escalated customer issues
• Analyze and improve support processes
• Monitor and analyze key performance indicators (KPIs) and generate reports for senior management
• Collect and analyze customer feedback to identify trends and areas for service improvement
• Coordinate with internal functions such as Content, Data Analytics, Platform and Service Design, and Customer Integrations teams
• Work closely with Customer Performance to develop and implement training programs for team leads and support staff
• Manage high-pressure situations or crises, such as service outages or major customer complaints
• Work closely with senior management to develop and implement strategic plans for the support function
• Ensure that processes, tools, and technologies are effectively utilized and adopted

Preferred Qualifications

Candidates with a background in the technology sector are highly desired

Benefits

• Flexible Work Environment
• Employee Stock Options
• Work with like-minded people who are passionate about both the work we're doing and giving back
• Social Initiatives