Customer Support Specialist (6-month contract)

About the Company Cover Genius is an 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 About the Role 6-month contract - with the possibility of becoming permanent 5:00 am start time 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 enquiries from first contact through resolution or structured escalation Apply policy confidently and explain decisions clearly without reliance on scripts Maintain control of complex or emotionally charged conversations Ensure consistent service quality across all communication channels Hybrid Operations Execution Process back-office work including claims administration, triage, and manual case filing Maintain audit-ready documentation in our ticketing system and associated systems Balance live customer demand with structured administrative throughput Identify and flag process gaps, documentation risks, or compliance concerns Operational Excellence Meet or exceed SLAs, QA benchmarks, and productivity expectations Follow SOPs, compliance requirements, and escalation frameworks Maintain high case accuracy with minimal rework Collaboration & Escalation Exercise sound judgement on resolution versus escalation Escalate complex, sensitive, or out-of-scope cases appropriately Protect compliance and regulatory standards in all interactions What you will bring 3+ years experience in a multi-channel customer support environment with measurable SLA targets 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 Highly preferred Experience in insurance, fintech, travel, or regulated environments Familiarity with Zendesk or similar case management tools Additional language proficiency beyond English is highly preferred and may be utilised to support regional customer demand. Other Skills Clear and controlled verbal communication Attention to detail Operational discipline Emotional composure under pressure Accountability and reliability 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 - Our teams are remote. • 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 P rivacy Policy. ** 6-month contract - with the possibility of becoming permanent **