Customer Support Specialist

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April 27

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CoverGo | Insurtech

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SaaS • Insurance

CoverGo is a leading insurtech company that specializes in providing next-generation digital solutions for health, life, and property & casualty (P&C) insurance sectors. It offers a comprehensive, AI-powered, no-code platform that allows insurers to build and distribute insurance products quickly, manage policies and claims efficiently, and overcome the limitations of legacy systems. CoverGo serves a global clientele, including insurers, managing general agents (MGAs), and insurtechs, empowering them to achieve digital transformation and enhance customer experiences. With a strong focus on flexibility and scalability, CoverGo enables the deployment of its platform in various configurations, such as standalone, integrated with existing systems, or as a greenfield solution, ensuring insurers stay competitive in the fast-evolving market.

51 - 200 employees

☁️ SaaS

💰 $15M Series A on 2022-05

📋 Description

• Competitive Salary • 100% Remote • Working on the latest tech for the Insurtech Market Leader • 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

🎯 Requirements

• 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

🏖️ Benefits

• 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