Customer Support Specialist, Cover Genius
B2B insurance and warranty API
Job no longer available
B2B insurance and warranty API
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To protect all the customers of the world’s largest digital companies.
Role
Who you are
- You will have strong attention to detail and great organizational and time management skills
- With a bachelor's degree, you will ideally have experience handling customers' inquiries online
- 1 year of experience in a customer support function, preferably in a call center or online platform
- Fluency in English and German (verbal & written). Any other language will be highly regarded
- Ability to handle customer inquiries from multiple channels
- Excellent verbal and written communication skills
- Enhancing systems and processes and feedback loops
- Proven ability to identify problems and find solutions
- Experience fostering and developing key relationships with both external and internal stakeholders
- Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable
- Problem-solving, advocating for customer solutions
- Driven, energetic and a “good enough is not enough” mentality
- Professional approach
- Ability to work under pressure and adapt quickly to a start-up, challenging, and dynamic pace environment, and culture
- Organisational and time management skills
- Excellent attention to detail
- Demonstrated passion for the internet, technology, startups, etc., with interest in Insurtech
What the job involves
- As a Support Specialist on our Customer Team, you will own the delivery of excellent customer service for customers using our insurance products
- As the Support Specialist, you will ensure that customers’ and partners queries are answered in a timely manner, according to the processes in place. Regular collaboration with the Claims team, as well as the Content and Complaints team, will be key in ensuring that agreed SLAs and KPIs are met
- Own the resolution of customers' and partners' inquiries throughout multiple channels
- Create an ongoing collaboration with the Team Lead to identify improvements to existing customer service processes
- Own the communication with all relevant stakeholders (Claims, Content, Complaints, IT, etc.) working collaboratively as one team to achieve strategic objectives and ensure the best customer experience
- Build a collaborative relationship with our partner’s support team
- Lead the implementation of new processes to achieve individual and team’s KPI’s
- Own the quality of our work, including presentation, accuracy, and detail of each particular case, by meeting and exceeding the business KPIs
- Bear the knowledge of the existing guidelines, adapting fast to the nuances within new products and respective policy wordings
Application process
- We will only review CVs received in English
Our take
Insurance plans and warranties are staples of a successful digital company, but setting them up is challenging. Businesses must compare and write contracts with insurance providers which require the expensive assistance of legal and financial teams, Add to this the cost of web designers who can embed the service online, and insurance and warranties quickly become unaffordable to smaller businesses.
Cover Genius provides end-to-end APIs called XCover and XClaim for embedding insurance and warranty plans onto online stores, preventing the business from having to compare, arrange and deploy insurance plans themselves. The company's policies are for any business, can be translated into over 40 languages, and are designed to be read easily without unnecessary jargon.
Whilst other insurtech companies offer similar services to Cover Genius, the company has uniquely focused on ensuring its plans are easily readable, translatable, and dynamically priced based on personal requirements. Although the company initially aimed to facilitate insurance and warranty plans for smaller businesses, it also partners with large enterprises such as Ryanair, Amazon, and eBay. In 2024 it secured impressive Series E funding off the back of a year where it achieved 107% year-on-year growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2024
$80m
SERIES E
Nov 2022
$70m
SERIES D
Total funding: $242m
Company benefits
- Flexible Working Conditions
- Employee Stock Options
- Ongoing Learning
- Paid Parental Leave
- Wellness Initiatives
- When From Home When You Want
- Peer Bonuses and Founder Awards Program
- International Working Opportunities
- GC Gives giveback program, led by the team
Company HQ
Midtown South, New York, NY
Leadership
Angus McDonald
(CEO)They were the General Manager of Emerge Digital. Formerly the VP of International Business Development for iClick Interactive Asia Limited.
Chris Bayley
(CIO)They were the former Business Development Manager for Google. Previously an Investor and Executive Director of Software.com from 2009 to 2019.
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