Customer Support Specialist (Fully Remote)

Top 3 Reasons To Join Us

• 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 nocode 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, Daiichi, Bank of China Group Insurance, and many more
  • Were 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 crossfunctionally 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 fastpaced environment
      • Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)
      • Exceptional problemsolving 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 datadriven mindset with the ability to interpret support metrics and translate them into actionable improvements
      • Fluent in English; additional language skills are a plus

      • Why Youll 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 Video

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