- Competitive Salary
- 100% Remote
- Working on the latest tech for the Insurtech Market Leader
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
- 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
- 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
- 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 Video
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Top Skills
What We Do
CoverGo is the leading global no-code insurance platform for health, life and P&C, enabling insurance companies to transform digitally in the most flexible, scalable and cost-effective way. CoverGo’s platform is powered by the most comprehensive set of insurance APIs (500+) in the market allowing companies to integrate with other systems and create a robust insurance ecosystem. Insurance companies use CoverGo to build and launch all types of insurance products within days, develop omni-channel distribution and digitize policy admin and claims. CoverGo is ISO 27001 certified and already working with insurance companies and delivery partners in Asia, USA, Canada, Latin America, MENA and other markets across the globe. CoverGo is the global insurance technology market leader as recognized by a number of awards incl. • Global Top 100 Insurtech - Digital Insurance Agenda • Insurtech of the Year in all Asia - 25th Asia Insurance Industry Awards 2021 • The Most Innovative Insurance Technology Service Provider - International Finance Technology Award • Grand Fintech Prize - FIBC Japan • The Best Technology Provider to Insurance Companies – DigFin Innovation Awards 2021 • Insurtech 100 - FinTech Global 2021 & FinTech Global 2022 CoverGo is backed by leading US insurtech and fintech VC funds and strategic investors from the US, Asia, Africa, and the Middle East: • SemperVirens VC, with our lead investor Caribou Honig • SixThirty, Tribeca Early Stage Partners and Fresco Capital • Old Mutual, Asia Financial Holdings, XN Worldwide Insurance, Noria Capital CoverGo is also part of leading insurtech and fintech programs: • Accenture Fintech Innovation Lab New York • InsurTechNY • Plug & Play Insurtech Silicon Valley • InsurLab Germany • Dubai International Financial Centre Fintech • Accenture Fintech Innovation Lab APAC • Plug & Play Fintech Japan • Monetary Authority of Singapore Global Fintech Program • InsurTech Hub Munich and others
