Customer Support Specialist

2 weeks ago

Iloilo City, Philippines CoverGo | Insurtech Full time
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

  • Customer Support Specialist

    2 weeks ago

    Iloilo City, Philippines LexisNexis Risk Solutions Full time

    Customer Support Specialist page is loadedCustomer Support Specialist Apply locations Iloilo time type Full time posted on Posted 2 Days Ago job requisition id R99607Accountabilities: Data validation via phone, spreadsheet or website. Provide documentation for data and processes performed, convey/communicate information by statement or suggestion Directly...

  • Customer Support Specialist

    2 weeks ago

    Iloilo City, Philippines Penbrothers Full time

    About Penbrothers Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes. About the Client Our client is the No.1 online platform for premium home services in...

  • Customer Support Specialist

    2 weeks ago

    Iloilo City, Philippines LexisNexis Risk Solutions Full time

    Customer Support/Ops Coordinator I page is loadedCustomer Support/Ops Coordinator I Apply locations Iloilo time type Full time posted on Posted Yesterday job requisition id R99288Accountabilities: Data validation via spreadsheet or website. Provide documentation for data and processes performed convey/communicate information by statement or suggestion...

  • Customer Support Specialist

    2 weeks ago

    Iloilo City, Philippines RELX Full time

    Key ResponsibilitiesValidate and verify data via phone, spreadsheets, or web platforms. Research and resolve customer inquiries through email, inbound/outbound calls, and callbacks, ensuring timely and accurate responses. Document all customer interactions, including inquiries, complaints, and resolutions, for reporting and quality assurance. Provide clear...

  • Customer Support Specialist

    1 week ago

    Iloilo City, Philippines Cooee Inc. Full time

    We are looking for a Customer Support & Operations Associate to join our growing Iloilo team. This role is non-sales and non-commission, focused on providing excellent support to our international partners/clients. You will help manage partners requests, coordinate with contractors, update data, and ensure smooth operations. The work requires accuracy,...

  • Business Support Specialist

    1 week ago

    Iloilo City, Philippines Buscojobs Full time

    Customer Service & Technical Support - Spanish 4500 Legazpi, Albay PANDR Posted 13 days ago Job Description Permanent Dedicated Customer Support Specialist with Technical Expertise, Committed to Outstanding Service through Effective Communication, Problem Solving, and a Positive Attitude. Apply Now! Overview We are seeking highly motivated Customer Service...

  • Customer and Sales Engagement Specialist

    4 weeks ago

    Iloilo City, Western Visayas, Philippines TalentPop App Full time

    Customer and Sales Engagement SpecialistCustomer and Sales Engagement SpecialistJoin TalentPop App as a Customer and Sales Engagement SpecialistAre you passionate about delivering exceptional customer experiences? TalentPop App is looking for a detail-oriented and sales-savvy Customer and Sales Engagement Specialist to support our customers and ensure a...

  • Customer Support Specialist

    2 days ago

    Makati City, National Capital Region, Philippines Brixio Full time ₱600,000 - ₱1,200,000 per year

    Job Title: Customer Support SpecialistLocation: Makati, OfficeWork Setup: Initially Work From Home opportunity and On-site and Hybrid after few months.Job Type: Full-TimeSalary: NegotiableJob Description:Are you a dedicated and detail-oriented professional with a passion for customer service? We are looking for a Customer Support Specialist to remotely join...

  • Customer Support Specialist

    7 days ago

    Davao City, Davao, Philippines Connext Full time ₱150,000 - ₱250,000 per year

    Connext Global Solutionsis a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.We are currently looking for aCustomer Support Specialistwho will be working with Connext's Client in...

  • Customer Support

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Cooee Inc Full time ₱150,000 - ₱250,000 per year

    Customer Support & Operations AssociateSchedule (7 PM- 4 AM)| Fulltime | Iloilo (Onsite Setup)About the RoleWe are looking for a Customer Support & Operations Associate to join our growing Iloilo team. This role is non-sales and non-commission, focused on providing excellent support to our international partners/clients.You will help manage partners...