Support Specialist

Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world’s largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales. 

Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth. As part of our team, you’ll help drive our AI-first roadmap, developing hyper-personalization engines, agentic distribution, and automated claims infrastructure, while building the scalable technology powering the fast-growing $70B embedded protection market.

Our people are: Accountable, customer-obsessed, collaborative, driven

Our people are not: Passive, defensive, siloed, hesitant

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.

• 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

At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world’s oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn’t just disrupt legacy insurance; we make the impossible feel effortless.Our operating principles guide our mission: 

• Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar.

• Act with accountability: We own our commitments  and take pride in delivering results that move us forward.

• Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day.

• Inspire Each Other: We push each other to think bigger and pull together to go further.

• Champion Our Customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust.

• Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

• Don't just take our word for it - hear about our culture straight from our people here: story time.

Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you.

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.