Support Specialist

Cover Genius is a Series E 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

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 inquiries end-to-end, applying policy confidently and explaining decisions clearly without relying on scripts.

• Complex Case Handling: Maintain control of complex or emotionally charged conversations, ensuring high service quality across all communication channels.

• Hybrid Back-Office Operations: Process claims administration, triage, and manual case filing while maintaining audit-ready documentation in ticketing and associated systems.

• Operational Excellence: Meet or exceed SLAs, QA benchmarks, and productivity targets with high case accuracy and minimal rework.

• Compliance & Continuous Improvement: Follow SOPs and regulatory standards, exercise sound judgment on resolution vs. escalation, and proactively flag process gaps or compliance risks.

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

• Native or professional fluency in German (C1/C2 level) with exceptional written and verbal communication skills 

• 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

• 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

• 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

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.  For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.