About The Company
Cover Genius is a Series E Insurtech protecting 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 with dozens of awards, including the Financial Times' ranking of Cover Genius as the #1 fastest growing company in APAC in 2020. A diverse workforce across 20+ countries and language groups commits to cultural initiatives such as "CG Gives" that fund development projects in global communities.
About The Role
We are seeking a Customer Service Delivery Lead to manage day‐to‐day multi‐channel customer support operations across chat, voice and email.
This is a hands‐on operational leadership role. It is not a strategic or advisory position. You will be present in the daily workflow, supporting the floor in real time, answering agent questions, reviewing cases and ensuring processes are followed consistently.
You Will
* Lead live operations and monitor queues daily
* Coach and mentor agents directly
* Deliver structured training and refresher sessions
* Enforce adherence to processes and quality standards
* Address underperformance promptly and clearly
* Lead daily or weekly team stand‐ups
* Contribute actively to QA calibration and case reviews
Key Responsibilities
* Operational Ownership
o Manage daily performance across chat, voice and email
o Own SLA, backlog and response time management
o Allocate workload across time zones
o Act as escalation point for complex cases
Leadership
* Provide on‐floor coaching and real‐time guidance
* Address underperformance directly and promptly
* Contribute to QA calibration and quality uplift
* Mentor team members to improve capability
Data & Reporting
* Analyse performance dashboards and trends
* Identify root causes and implement corrective actions
* Deliver structured weekly performance reporting
Governance & Compliance
* Ensure adherence to regulatory and policy standards
* Support complaints handling processes as required
* Maintain documentation and audit readiness
Continuous Improvement
* Identify operational inefficiencies
* Recommend and implement process improvements
* Support automation or workflow enhancements where relevant
Skills & Experience
What you will bring
* 5 to 7 years in customer support operations
* 2 to 3 years leading teams of 8 to 20 agents
* Experience managing cross‐border or offshore teams preferred
* Strong understanding of SLA drivers and capacity planning
* Demonstrated experience improving SLA, CSAT or QA outcomes
* Experience in regulated or high‐governance environments preferred
What you will have
* Strong operational discipline
* Assertiveness and confidence in decision making
* Data literacy and analytical thinking
* Clear and structured communication
* Ability to coach and develop team capability
* Resilience under pressure
* Accountability mindset
Key Initiatives
* Stabilise and consistently achieve agreed SLAs
* Lift QA benchmark across all channels
* Improve team accountability and performance consistency
* Strengthen structured reporting and stakeholder confidence
* Maintain NPS above agreed target
Why Cover Genius?
* Flexible work environment – our teams are hybrid, working from home on Wednesdays and Thursdays and in office on Monday, Tuesday and Friday with flexible start/finish times and a wellness day a month.
* Employee stock options – we reward our people with ownership for their contributions to building 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 programme enables us all to become philanthropists through peer recognition and rewards.
* Social initiatives – pictures speak a thousand words!
Sound interesting? If you think you have the right blend of skills and experience, send us your resume and let's chat!
Cover Genius promotes diversity and inclusivity. We do not 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.
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