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Customer Support Specialist (Fully Remote)

CoverGoMetro Manila, PH

30+ days ago

Job type

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Job description

Top 3 Reasons To Join Us

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

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’re constantly working towards making CoverGo a workplace that you love coming to. 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

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

CoverGo Company Video

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Customer Support Specialist • Metro Manila, PH

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