Customer Support Manager (Fully Remote)

• Competitive Salary
• 100% Remote
• Working on the latest tech for the Insurtech Market Leader

About Us

At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.

• We are a leading global no-code insurance platform for health, life, and P&C
• We’re the winner of the Insurtech of the Year in all of Asia and other awards globally
• We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more
• We're an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world
• We are fully funded and backed by reputable VC funds and strategic institutional investors
• We have a global presence in Asia, EMEA and the Americas
• We’ve grown our annualized revenue by over 30x since January 2021
• 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

What You Will Do

• Lead and manage the customer service function to deliver high quality support experience to our clients and partners
• Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations
• Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership
• Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction
• Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience
• Build a feedback loop between customer support and product development to enhance feature development and usability
• Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce)
• Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution
• Support the implementation of new tools and systems to scale customer support and improve automation where appropriate
• Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery
• Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction

What We Need

• 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
• Strong understanding of customer service practices and customer journey management within tech or SaaS companies
• Previous experience in the insurance or InsurTech space is a strong advantage
• Proven track record of leading and scaling customer service operations in a fast-paced environment
• Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)
• Exceptional problem-solving skills and a proactive approach to resolving customer challenges
• Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams
• A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements
• Fluent in English; additional language skills are a plus

Why You'll Love Working Here

• Fully Remote
• Flexible Leave
• International Environment
• Competitive renumeration package
• Performance Bonus
• Stock Options after 6 months
• Company activities and events
• Learning and development plan
• Remote work allowance

CoverGo Company 

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