<h3><strong>Top 3 Reasons To Join Us</strong></h3><ul> <li>Competitive Salary</li> <li>100% Remote</li> <li>Working on the latest tech for the Insurtech Market Leader</li> </ul><h3><strong>About Us</strong></h3><p>At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.</p><ul> <li>We are a leading global no-code insurance platform for health, life, and P&amp;C</li> <li>We’re the winner of the Insurtech of the Year in all of Asia and other awards globally</li> <li>We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more</li> <li>Were an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world</li> <li>We are fully funded and backed by reputable VC funds and strategic institutional investors</li> <li>We have a global presence in Asia, EMEA and the Americas</li> <li>We’ve grown our annualized revenue by over 30x since January 2021</li> <li>We’re constantly working towards making CoverGo a workplace that you love coming to. We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world</li> </ul><h3>What You Will Do</h3><ul> <li>Lead and manage the customer service function to deliver high quality support experience to our clients and partners</li> <li>Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations</li> <li>Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership</li> <li>Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction</li> <li>Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience</li> <li>Build a feedback loop between customer support and product development to enhance feature development and usability</li> <li>Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce)</li> <li>Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution</li> <li>Support the implementation of new tools and systems to scale customer support and improve automation where appropriate</li> <li>Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery</li> <li>Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction</li> </ul><h3>What We Need</h3><ul> <li>Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role</li> <li>Strong understanding of customer service practices and customer journey management within tech or SaaS companies</li> <li>Previous experience in the insurance or InsurTech space is a strong advantage</li> <li>Proven track record of leading and scaling customer service operations in a fast-paced environment</li> <li>Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)</li> <li>Exceptional problem-solving skills and a proactive approach to resolving customer challenges</li> <li>Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams</li> <li>A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements</li> <li>Fluent in English; additional language skills are a plus</li> </ul><h3><strong>Why Youll Love Working Here</strong></h3><ul> <li>Fully Remote</li> <li>Flexible Leave</li> <li>International Environment</li> <li>Competitive renumeration package</li> <li>Performance Bonus</li> <li>Stock Options after 6 months</li> <li>Company activities and events</li> <li>Learning and development plan</li> <li>Remote work allowance</li> </ul><p><strong>CoverGo Company </strong><a href="https://www.youtube.com/watch?v=YI0ezLxvFvA" target="_blank"><strong>Video</strong></a></p><p>By submitting your application, you confirm that you have read, understood, and accepted the content of CoverGo’s <a href="https://apply.workable.com/covergo/gdpr_policy?lng=en" target="_blank">Privacy Notice</a> and you consent to the processing of your data as part of this application.<a href="https://www.youtube.com/watch?v=YI0ezLxvFvA" target="_blank"></a></p><p></p>