Customer Support Specialist, Cover Genius
EMEA
+ Employee Stock Options
B2B insurance and warranty API
Be an early applicant
B2B insurance and warranty API
501-1000 employees
Be an early applicant
+ Employee Stock Options
501-1000 employees
Company mission
To protect all the customers of the world’s largest digital companies.
Role
Who you are
- 1+ years experience handling customer queries online, ideally in a call centre or online platform
- Fluency in German and French is essential
- Fluency in English (verbal & written) is essential for communicating internally and externally. Any other European language will be highly regarded for external communications
- Strong communication and interpersonal skills
- Proficiency in using CRM systems and related software preferable
- Proven ability to identify problems and find solutions
What the job involves
- As a Customer Support Specialist on our Customer Team, you will own the delivery of excellent customer service for customers using our insurance products
- To drive success in this role, you will have strong attention to detail and great organisational and time management skills
- With a bachelor's degree, you will ideally have experience handling customers' inquiries online
- 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
- Customer Interaction: Triage or handle the resolution of customers' inquiries via phone, chat and email channels
- Customer Education: Assist customers in understanding how to use the company’s products and services, providing guidance as needed
- Team Collaboration: Work closely with team members to ensure a seamless customer experience and escalate complex issues to senior agents or supervisors when necessary
- Documentation: Accurately document customer interactions, issues, and resolutions in the company’s CRM system
- Process Improvement: Identify and recommend process improvements to enhance efficiency, operations, and the customer experience
- Quality: Maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs
- Compliance: Be aware of current insurance guidelines, policy updates, and regulations. Follow company guidelines and local regulations to ensure claims are handled fairly and ethically
Salary benchmarks
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: $242.3m
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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