Support Specialist (6-month contract)

About Cover Genius Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world’s largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales. Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth. As part of our team, you’ll help drive our AI-first roadmap, developing hyper-personalization engines, agentic distribution, and automated claims infrastructure, while building the scalable technology powering the fast-growing $70B embedded protection market. Our people are: Accountable, customer-obsessed, collaborative, driven Our people are not: Passive, defensive, siloed, hesitant About the Role 6-month contract - with the possibility of becoming permanent 9:00 am start time This role sits within a structured, SLA-driven Customer Support Hub delivering multi-channel service and operational execution across phone, chat, email, and back-office workflows. This is not a script-based or volume contact centre role. You are expected to understand policy, apply judgement, and manage complex customer interactions with composure and clarity. You will own customer cases across channels while maintaining full utilisation through structured administrative execution during non-live periods. Performance is measured across quality, SLA adherence, documentation accuracy, and operational productivity. Only candidates with demonstrated excellence in multi-channel support environments will be considered. Key Responsibilities Multi-Channel Customer Ownership Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation Apply policy confidently and explain decisions clearly without reliance on scripts Maintain control of complex or emotionally charged conversations Ensure consistent service quality across all communication channels Hybrid Operations Execution Process back-office work including claims administration, triage, and manual case filing Maintain audit-ready documentation in our ticketing system and associated systems Balance live customer demand with structured administrative throughput Identify and flag process gaps, documentation risks, or compliance concerns Operational Excellence Meet or exceed SLAs, QA benchmarks, and productivity expectations Follow SOPs, compliance requirements, and escalation frameworks Maintain high case accuracy with minimal rework Collaboration & Escalation Exercise sound judgement on resolution versus escalation Escalate complex, sensitive, or out-of-scope cases appropriately Protect compliance and regulatory standards in all interactions What you will bring 3+ years experience in a multi-channel customer support environment with measurable SLA targets Demonstrated experience handling complex or sensitive cases independently Proven ability to switch between phone, chat, email, and administrative tasks without quality loss Strong written communication and documentation capability Experience operating within regulated, compliance-driven, or policy-based environments Highly preferred Experience in insurance, fintech, travel, or regulated environments Familiarity with Zendesk or similar case management tools Additional language proficiency beyond English is highly preferred and may be utilised to support regional customer demand. Other Skills Clear and controlled verbal communication Attention to detail Operational discipline Emotional composure under pressure Accountability and reliability 🤔 Why Cover Genius? At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world’s oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn’t just disrupt legacy insurance; we make the impossible feel effortless.Our operating principles guide our mission: Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar.. Act with accountability: We own our commitments and take pride in delivering results that move us forward. Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day. Inspire Each Other: We push each other to think bigger and pull together to go further. Champion Our Customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust. Don't just take our word for it- hear about our culture straight from our people here: story time Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you. The Legal & Privacy Stuff Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store, and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy. ** 6-month contract - with the possibility of becoming permanent **