Support Manager
Cover Genius
Customer Service
Uruguay · Remote
Posted on Sep 11, 2024
The Company
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, Uber, Hopper, 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 with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit 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
*** NOTE THAT ONLY RESUMES SUBMITTED IN ENGLISH WILL BE CONSIDERED ***
About the Role
The Customer Support Manager is responsible for leading and developing a team of support staff and team leads to ensure exceptional customer service. This role involves overseeing the resolution of complex customer issues, driving process improvements, and managing performance and SLA metrics. The manager will collaborate with internal teams, including Content, Data Analytics, Platform and Service Design, and Customer Integrations, to address customer needs, resolve product issues, and implement system enhancements.
The role requires close coordination with senior management to create and execute strategic plans for the support function, aligning departmental goals with organizational objectives and adapting strategies to meet evolving business needs. Additionally, the Customer Support Manager will work with the Customer Performance team to ensure the effective use and adoption of processes, tools, and technologies.
Key Responsibilities
- Hire, train, and mentor team leads and support staff, conducting performance reviews and providing ongoing coaching to enhance skills and team performance.
- Oversee the resolution of complex or escalated customer issues by supporting team leads in managing these cases and ensuring timely and effective solutions.
- Analyze and improve support processes, working with team leads, support analysts and platform and service design teams to identify inefficiencies and implement new procedures or technologies that enhance service quality and operational efficiency.
- Monitor and analyze key performance indicators (KPIs), such as customer satisfaction and resolution times, and generate reports for senior management, using insights to drive team improvements.
- Collect and analyze customer feedback, collaborating with team leads to identify trends and areas for service improvement, and implementing changes to improve the overall customer experience.
- Coordinate with internal functions such as Content, Data Analytics, Platform and Service Design, and Customer Integrations teams to address customer needs, resolve product issues, and facilitate system enhancements.
- Work closely with Customer Performance to develop and implement training programs for team leads and support staff, ensuring they are equipped with the necessary skills and knowledge, and continuously update training materials to reflect best practices.
- Manage high-pressure situations or crises, such as service outages or major customer complaints, by directing team leads in crisis management and ensuring effective resolution.
- Work closely with senior management to develop and implement strategic plans for the support function. Collaborate with team leads to ensure departmental goals align with organizational objectives and adapt strategies to meet evolving business needs.
- Ensure that processes, tools, and technologies are effectively utilized and adopted by working closely with the Customer Performance team.
What you will bring
- 4+ years in customer service or support roles, with at least 2-3 years in a leadership or supervisory position.
- Demonstrated ability to lead and motivate a team, with experience in coaching and developing staff.
- Fluency in English (verbal & written). Any other European language will be highly regarded
- Strong analytical and problem-solving skills, with a track record of resolving complex customer issues and implementing effective solutions.
- Deep understanding of customer needs and a commitment to delivering exceptional service, with experience in managing customer satisfaction metrics.
- Hands-on experience with customer support tools and CRM systems (e.g., Zendesk, Salesforce, Freshdesk), and the ability to leverage data for insights and improvements.
- Experience in developing and optimizing support processes to enhance efficiency and service quality.
- Advanced skills in leveraging analytics and KPIs to drive strategic decisions, optimize performance, and forecast future needs.
- Candidates with a background in the technology sector are highly desired.
- Bachelor’s degree in Business Administration, Communications, management or a related field. Advanced degrees or certifications (e.g., Customer Service Certification, Six Sigma) are a plus.
What you will have
- Excellent Communication: Clear and effective communication with both customers and team members.
- Problem-Solving: Strong skills in identifying issues, finding solutions, and making decisions.
- Technical Knowledge: Familiarity with support tools and technologies, and the ability to understand technical issues.
- Empathy and Patience: A genuine ability to empathize with customers and remain patient under pressure.
- Process Improvement: Experience in developing and refining support processes to enhance efficiency and effectiveness.
- Conflict Resolution: Skills in handling escalations and resolving conflicts both internally and with customers.
- Adaptability: Flexibility to adapt to changing priorities and work environments.
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 Work Environment - we are outcome-focused and understand that for our people to perform at their best flexibility is critical.
• 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 enable 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.
