Senior Support Specialist

SUMMARY

About the Company

Cover Genius is an Insurtech that protects 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 sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

About the Role

This role sits within a structured, SLA-driven Customer Support Hub delivering multi-channel service and operational execution across phone, chat, email, and back-office workflows.

This is not a script-based or volume contact centre role. You are expected to understand policy, apply judgement, and manage complex customer interactions with composure and clarity.

You will own customer cases across channels while maintaining full utilisation through structured administrative execution during non-live periods. Performance is measured across quality, SLA adherence, documentation accuracy, and operational productivity.

Only candidates with demonstrated excellence in multi-channel support environments will be considered.

Key Responsibilities

Multi-Channel Customer Ownership

• Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation

• Apply policy confidently and explain decisions clearly without reliance on scripts

• Maintain control of complex or emotionally charged conversations

• Ensure consistent service quality across all communication channels

Hybrid Operations Execution

• Process back-office work including claims administration, triage, and manual case filing

• Maintain audit-ready documentation in our ticketing system and associated systems

• Balance live customer demand with structured administrative throughput

• Identify and flag process gaps, documentation risks, or compliance concerns

Operational Excellence

• Meet or exceed SLAs, QA benchmarks, and productivity expectations

• Follow SOPs, compliance requirements, and escalation frameworks

• Maintain high case accuracy with minimal rework

Collaboration & Escalation

• Exercise sound judgement on resolution versus escalation

• Escalate complex, sensitive, or out-of-scope cases appropriately

• Protect compliance and regulatory standards in all interactions

SKILLS AND EXPERIENCE

What you will bring

• 3+ years experience in a multi-channel customer support environment with measurable SLA targets

• Demonstrated experience handling complex or sensitive cases independently

• Proven ability to switch between phone, chat, email, and administrative tasks without quality loss

• Strong written communication and documentation capability

• Experience operating within regulated, compliance-driven, or policy-based environments

Candidates who rely heavily on scripts, struggle with structured written communication, or require close supervision in policy interpretation will not proceed.

Highly regarded:

• Experience in insurance, fintech, travel, or regulated environments

• Familiarity with Zendesk or similar case management tools

• Exposure to SLA-driven operational environments

• Additional language proficiency beyond English is highly regarded and may be utilised to support regional customer demand.

PROFICIENCIES AND ATTRIBUTES

What you will have

• Clear and controlled verbal communication

• Strong written clarity and structured documentation

• Attention to detail

• Operational discipline

• Time management and workload prioritisation

• Emotional composure under pressure

• Accountability and reliability

Key Initiatives

• Consistent SLA compliance across all channels

• High QA performance with minimal corrective feedback

• Clear, concise, and defensible case documentation

• Sound escalation judgement

• Full utilisation across channel demand fluctuations

This job description is intended to inform potential candidates of the expected qualifications of candidates of this position. This job description is not intended to include every duty or responsibility of the job nor is it intended to be an all‐inclusive list of the skills and abilities required to do this job. Covery Genius may, at its discretion, assign or reassign duties and responsibilities to or from this job at any time.