At a Glance
- Tasks: Lead global customer support operations and drive automation for better service.
- Company: Join Cover Genius, a fast-growing insurtech protecting millions worldwide.
- Benefits: Enjoy a flexible work environment, hybrid options, and social initiatives.
- Other info: Be part of a diverse team committed to social responsibility and growth.
- Why this job: Make a real impact in customer support while leading innovative changes.
- Qualifications: 8+ years in customer support leadership with a focus on automation.
The predicted salary is between 60000 - 80000 £ per year.
About the Company
Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, and many others. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognised with dozens of awards, including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries commits itself to diverse cultural programs, particularly “CG Gives” which funds development initiatives in global communities.
Our People are Bold, Authentic, Purposeful and Inspired.
About the Role
We're looking for a Senior Manager, Customer Support to own and run our customer support operation globally. This is a single-leader mandate across all regions: you'll be accountable for how support performs worldwide. Our ambition is to automate the vast majority of routine support interactions, allowing our teams to focus on cases that genuinely need a human touch.
This is a hands-on leadership role, not purely strategic. You'll be close to the metrics, quality scores, and individual cases to identify real problems. You'll report into our Director of Service Operations and work alongside Vendor Management and Complaints as part of the same leadership group, partnering constantly with Product, Engineering, Quality Assurance, and People teams.
Key Responsibilities
- Own global support delivery: Take end-to-end accountability for customer support performance across all regions and channels.
- Drive automation at scale: Partner with internal engineering and process design teams to push routine support toward automated resolution.
- Build a resolution-first culture: Lead the shift toward a genuine resolution mindset across our global support teams through coaching and training.
- Partner with QA to close the loop: Work with Quality Assurance on a continuous iteration cycle for quality standards.
- Run a tight operating rhythm: Own delivery against SLA, quality, CSAT/NPS, and productivity targets.
- Lead through constant change: Operate comfortably with frequent shifts in tooling, process, and priorities.
- Improve the process, not just the people: Identify and implement process redesign backed by data.
- Hold vendors to the same bar: Work with Vendor Management to ensure outsourced partners meet the same quality standards.
- Partner with Workforce Management: Work closely to keep staffing right-sized across regions and channels.
- Partner with Training: Work with the Training Lead to ensure onboarding and ongoing training are fit for purpose.
What you will bring
- 8+ years in customer support or contact centre operations leadership.
- A demonstrated track record leading automation or digital transformation within a support organisation.
- Direct experience turning around a support team's quality and culture.
- Comfort operating against hard delivery metrics and targets.
- Demonstrated resilience and adaptability in fast-changing environments.
- A hands-on leadership style.
- Strong cross-functional influencing skills.
- A practical, evidence-led approach to process improvement.
Nice to have
- Experience in insurance, insurtech, fintech, or another regulated, high-volume customer service environment.
- Experience managing or partnering with BPOs on shared quality standards.
- Familiarity with AI-driven support tooling.
- Experience working alongside a Complaints or regulatory function.
What you will have
- Change Leadership and Resilience
- Coaching and People Development
- Analytical and Data-Driven Decision Making
- Process Improvement Mindset
- Customer Empathy and Resolution Orientation
- Cross-Functional Influence
- Accountability and Ownership
- Hands-On, Detail-Oriented Leadership
- Communication Skills
Why Cover Genius?
Cover Genius cares about being the best in our industry and about our team. We provide a flexible work environment where our teams are hybrid and remote. We work from home on Wednesdays and Thursdays and attend the office on Mondays, Tuesdays, and Fridays with flexibility around start/finish times.
Our CG Gives programs enable us to become philanthropists through peer recognition and rewards.
Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat!
Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination or harassment due to any legally protected status.
Senior Manager, Customer Support employer: Cover Genius
Cover Genius is an exceptional employer that prioritises flexibility and employee well-being, offering a hybrid work environment that allows for a balanced work-life dynamic. With a strong commitment to diversity and social responsibility through initiatives like CG Gives, employees are empowered to contribute to meaningful causes while enjoying opportunities for professional growth and ownership through stock options. Join a passionate team dedicated to innovation in the insurtech space, where your contributions directly impact global customer protection.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cover Genius. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cover Genius before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cover Genius:Your cover letter is your chance to shine! Tell us why you want to work at Cover Genius specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cover Genius!
How to prepare for a job interview at Cover Genius
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
