Customer Support Team Leader
Cover Genius
Customer Service
Remote · Uruguay
Posted on Friday, May 26, 2023
****PLEASE NOTE THAT RESUMES NOT SUBMITTED IN ENGLISH WILL NOT BE CONSIDERED, THANK YOU ***
The Company
Cover Genius is a global Insurtech with a vision to protect all the customers of the world’s largest online companies. Partners such as Booking.com, eBay, Skyscanner and AXS have integrated XCover, our insurance distribution platform that enables companies in a wide range of industries to sell or distribute any line of insurance in any country.
Our team and products have been recognised 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 10 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
The Support Team Lead will be responsible for the team to meet the given KPIs and respect partner’s SLIs. You will also ensure an excellent service delivery experience for customers using our insurance products.
Main duties & Responsibilities
- Ensure each support team member has agreed Objectives and a Performance Development Plan.
- Ensure that regular one on ones are held with team members and conducted regularly
- Direct reporting line management of Support Representatives.
- Ongoing Quality Control and auditory of responsibilities for team members
- Monitor the team to ensure everyone completes tasks within agreed SLA’s and identify capacity within or across teams to manage workflow in order to meet and exceed SLA’s.
- Support process engineering and re-engineering
- Identification and quantification of opportunities for improvement based on customers feedback
- Work closely with the insurance team responsible for the evaluation and mitigation of frauds, PW and compliance issues (pre-claim)
- Day to day escalation point for the internal Customer Service team
- Managing customer social reviews, complaints and inquiries from multiple channels
- Assist with the screening and hiring of staff
- Onboarding and training of new support representatives
- Leading, motivating as well as providing ongoing coaching and training to the Customer Service team
- Contributing to the combined global Customer Service team, working collaboratively as one team to achieve strategic objectives
- Collaborating with team members to identify improvements to customer service processes
Education Qualifications
- Bachelors or higher degree in related field is required
What does the ideal profile looks like?
- 2 years experience leading a team in a call center environment ideally
- Excellent verbal and written communication skills
- Fluency in English (verbal & written).
- Ability to coach, inspire and develop teams
- Ability to adapt quickly to a start-up pace environment and culture
- Proven ability to foster and develop relationships with key external and internal stakeholders
- Decision making, problem-solving and advocating for customer solutions
- Enhancing systems and processes and feedback loops
- Produce reports and present quarterly results
- Ability to work in a multicultural, challenging and dynamic work environment
- Demonstrated passion for the internet, technology, startups etc with interest in insurtech
- Ability to work in a multi-geographical customer service team, with variable shifts (including weekends)
Why Cover Genius?
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?
• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound 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.
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