Customer Support Team Leader
The Company
Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, 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 with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit 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
** ONLY RESUMES IN ENGLISH WILL BE CONSIDERED **
About the role
As a Support Team Lead on our Customer Team, you will own the regional support operations and will be the conduit between our business partners, customers and insurance suppliers.
To drive success in this role, you will have strong strong leadership and great analytical skills. With a bachelor's degree, you will have relevant customer experience guiding, mentoring and managing teams, ideally in fast-growing environments. As the Support Team Lead, you will ensure the best customer experience by helping to identify and communicate opportunities to improve the support processes. Regular collaboration with the leadership team, as well as the Support, Content and Complaints team, will be key in ensuring that agreed SLAs and KPIs are met.
Key Responsibilities
- Own the day-to-day escalation for the support team
- Monitor the team to ensure everyone completes tasks within agreed SLA’s and identify capacity within or across teams to manage workflow in order to meet and exceed SLA’s.
- Create agreed objectives and a performance development plan for each team member
- Lead the training and mentoring of the team, by doing ongoing auditory for the existing resources
- Identify and quantify opportunities for improvement based on customers feedback
- Ensure social reviews and customers' complaints throughout multiple channels are positively addressed.
- Regularly collaborate with the Customer Process Lead to identify improvements to existing customer service processes
- Lead the training and mentoring of the team, by performing regular audits on the existing resources
- Lead the implementation of new processes to achieve the team’s KPI’s
- Build a great team by assisting with the screening and hiring of staff
What you will bring
- +3 years of experience managing a call center in a fast-paced environment
- Strong leadership and team mentoring experience.
- Fluency in English (verbal & written). Any other language will be highly regarded
- Demonstrated ability to enhance systems and processes and feedback loops
- Experience fostering and developing key relationships with both external and internal stakeholders.
- Produce reports and present quarterly results
- Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable
What you will have
- Ability to build, engage and develop the team
- Problem-solving and advocating for customer solutions
- Driven, energetic and a “good enough is not enough” mentality.
- Ability to work under pressure and adapt quickly to new concepts and products
- Excellent skills for communicating and relating with both staff members and clients
- Excellent attention to detail.
- Have the ability to make decisions that are going to be in the best interest of the company
- Must be ready and willing to step in when staffing is insufficient to keep the operations running
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 PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound 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.