Customer Care Operations Lead

🔥 11 minutes ago

🌐 Portugal, Thailand, +3 more countries – Remote

🇵🇹 Portugal – Remote 🇹🇭 Thailand – Remote 🇮🇩 Indonesia – Remote 🇧🇷 Brazil – Remote 🇲🇽 Mexico – Remote

💵 €3.5k / month

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Genki

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛡️ Insurance

🏥 Healthcare

⚕️ Healthcare Insurance

Insurance • Healthcare • Healthcare Insurance

Genki is a provider of health insurance solutions tailored for digital nomads, offering coverage across a wide range of countries and allowing customers to choose any doctor or hospital. They provide two main types of insurance: travel health insurance and international health insurance, which cover necessary medical treatments with no annual limits. Genki simplifies the sign-up process with online registration and ensures claims are paid within two weeks. Their insurance risk is covered by Allianz Partners, ensuring reliability and peace of mind for their clients.

📋 Description

• Lead the Customer Care team day to day • Coordinate with supervisors and agents and balance workload and coverage across time zones • Serve as the first point of contact for operational questions • Co-own monthly performance reviews and coach agents based on performance data • Run onboarding and training for new team members • Review and score conversations against quality standards • Identify quality patterns and improve AI-assisted answers • Maintain internal guidance and help-center content • Handle complex complaints, claims disputes, and sensitive member situations • Work with insurers, compliance, and the tech team to resolve escalations • Track and report response times, resolution, satisfaction, and backlog • Document processes, identify automation opportunities, and lead new support-channel projects • Report directly to the Head of Customer Care and make operational decisions in their absence

🎯 Requirements

• Ideally available to start by 1 December 2026 • 3+ years in customer support or customer operations, including at least 1 year leading, coordinating, or coaching a team • Hands-on experience with quality assurance, performance reviews, or support metrics • Process-building experience • Ability to remain calm under pressure and manage multiple urgent situations • Comfortable working with AI-assisted support and help-center content • Excellent written English • Portuguese or other languages are a plus • Bonus: experience in insurance, healthcare, travel, or another regulated industry • Detail-oriented, with the ability to work accurately in a regulated industry

🏖️ Benefits

• Real ownership and direct access to the Head of Customer Care • Meaningful work helping members abroad with health insurance needs • Room to grow as the team and channels expand • Work from anywhere • Freedom to work when and where you perform best • Fully remote team, mostly in Europe and Southeast Asia