Customer Support Specialist

Customer Support Specialist (Fully Remote) What You Will Do Lead and manage the customer service function to deliver high quality support experience to our clients and partners Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience Build a feedback loop between customer support and product development to enhance feature development and usability Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce) Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution Support the implementation of new tools and systems to scale customer support and improve automation where appropriate Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction What We Need Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role Strong understanding of customer service practices and customer journey management within tech or SaaS companies Previous experience in the insurance or InsurTech space is a strong advantage Proven track record of leading and scaling customer service operations in a fast-paced environment Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce) Exceptional problem-solving skills and a proactive approach to resolving customer challenges Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements Fluent in English; additional language skills are a plus Why You\'ll Love Working Here Fully Remote Flexible Leave International Environment Competitive renumeration package Performance Bonus Stock Options after 6 months Company activities and events Learning and development plan Remote work allowance About Us At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone. We are a leading global no-code insurance platform for health, life, and P&C We\'re the winner of the Insurtech of the Year in all of Asia and other awards globally We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more We\'re an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world We are fully funded and backed by reputable VC funds and strategic institutional investors We have a global presence in Asia, EMEA and the Americas We\'ve grown our annualized revenue by over 30x since January 2021 We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: IT Services and IT Consulting #J-18808-Ljbffr