About the Company

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

About the Role

As a Complaints Specialist, you’ll take ownership of the complaints identification and processing across all business verticals. You’ll play a critical role in ensuring customer concerns are managed with care, accuracy, and in compliance with FCA, ASIC, and evolving EU regulations.

Success in this role requires a detail oriented, customer first mindset. This position is accountable for the evaluation, assessment, and classification of inbound concerns to establish their urgency and regulatory significance. The successful applicant will facilitate precise documentation and efficient escalation to designated resolution squads, safeguarding both partner loyalty and adherence to global standards.

Key Responsibilities

• Review incoming complaints across multiple channels (email, phone, web forms, social media, regulatory portals) to understand the root cause and core issue.

• Ensure complaint cases are logged, tracked, and responded to within defined service timescales.

• Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.

• Classify complaints based on urgency, operational impact, financial risk, and regulatory implications (e.g., legal threats, data privacy breaches, or vulnerable customer indicators).

• Identify complaint trends and root causes; work with relevant teams to implement preventative actions.

• Identify issues that could pose a business or regulatory risk

Skills & Experience

• Strong ability to quickly read through complex customer narratives, extract the core facts, and make objective judgments.

• Comfortable working with cross-functional teams and navigating complex issues.

• Experience managing complaint cases across multiple product lines or customer journeys desired.

• Prior exposure to regulated environments or customer remediation programs desired.

• Knowledge of claims or insurance operations strongly preferred.

What you will have:

• Strong attention to detail and ability to manage sensitive escalations professionally

• Customer first mentality to address issues with empathy and patience

• Ability to identify trends from data and escalate key risks

• Collaborative mindset with strong communication and influencing skills

• Confidence in decision-making under pressure

• A structured, proactive approach to documentation and process improvement

🤔 Why Cover Genius?

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.

The Legal & Privacy Stuff

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.