Customer Support Specialist (6-month contract)

About the Company

Cover Genius is an Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. 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 sed 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 

About the Role

** 6-month contract - with the possibility of becoming permanent **

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.
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 enquiries from first contact through resolution or structured escalation

Apply policy confidently and explain decisions clearly without reliance on scripts

Maintain control of complex or emotionally charged conversations

Ensure consistent service quality across all communication channels

Hybrid Operations Execution
Process back-office work including claims administration, triage, and manual case filing

Maintain audit-ready documentation in our ticketing system and associated systems

Balance live customer demand with structured administrative throughput

Identify and flag process gaps, documentation risks, or compliance concerns

Operational Excellence
Meet or exceed SLAs, QA benchmarks, and productivity expectations

Follow SOPs, compliance requirements, and escalation frameworks

Maintain high case accuracy with minimal rework

Collaboration & Escalation
Exercise sound judgement on resolution versus escalation

Escalate complex, sensitive, or out-of-scope cases appropriately

Protect compliance and regulatory standards in all interactions

What you will bring
3+ years experience in a multi-channel customer support environment with measurable SLA targets

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

Highly preferred
Experience in insurance, fintech, travel, or regulated environments

Familiarity with Zendesk or similar case management tools

Additional language proficiency beyond English is highly preferred and may be utilised to support regional customer demand.

Other Skills
Clear and controlled verbal communication

Attention to detail

Operational discipline

Emotional composure under pressure

Accountability and reliability

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.
• 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.

** 6-month contract - with the possibility of becoming permanent **