Senior Manager, Customer Support

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, owner of Priceline, Kayak and Booking.com , Intuit, Hopper , Skyscanner , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. 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 recognized sed 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 and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the Role We're looking for a Senior Manager, Customer Support to own and run our customer support operation globally, at a moment where we're deliberately changing what that operation looks like. This is a single-leader mandate across all regions, not a slice of it: you'll be the one accountable for how support performs worldwide. Our ambition is to automate the vast majority of routine support interactions, so that our teams can focus their time on the cases that genuinely need a human, and resolve them well. Getting there means fixing two things at once: building the automation itself, and building a genuine resolution mindset in the teams and vendors who still handle support day to day. This is a hands-on leadership role, not a purely strategic one. You'll be close to the metrics, close to the quality scores, and close enough to individual cases to know where the real problems are. You'll report into our Director of Service Operations and work alongside Vendor Management and Complaints as part of the same leadership group, and you'll partner constantly with Product, Engineering, Quality Assurance, and People teams to make change actually land on the floor, not just on a slide. Key Responsibilities Own global support delivery: Take end-to-end accountability for customer support performance across all regions and channels, delivered through both in-house teams and outsourced vendors. Drive automation at scale: Partner with our internal engineering and process design teams to push routine support toward automated, straight-through resolution, with a clear ambition to automate the large majority of volume over time. Build a resolution-first culture: Lead the shift toward a genuine resolution mindset across our global support teams and partners, through coaching, training, and incentive design that rewards the right outcomes for customers. Partner with QA to close the loop: Work hand in hand with Quality Assurance on a continuous iteration cycle for quality standards, calibration, and coaching, so issues are caught, understood, and fixed at the root. Run a tight operating rhythm: Own delivery against SLA, quality, CSAT/NPS, and productivity targets, and translate those targets into clear, daily actions for the team. Lead through constant change: Operate comfortably with frequent shifts in tooling, process, and priorities, and bring your team with you rather than letting change stall delivery. Improve the process, not just the people: Identify and implement process redesign that removes the root causes of poor quality and low resolution, backed by data rather than instinct. Hold vendors to the same bar: Where support is delivered by outsourced partners, work with Vendor Management to hold them to the same quality and resolution standard as in-house teams. Partner with Workforce Management: Work closely with WFM to keep staffing right-sized across regions and channels, balancing automation-driven volume shifts against real-time demand so service levels hold without over- or under-resourcing. Partner with Training: Work with the Training Lead to keep onboarding and ongoing training genuinely fit for purpose, so new and existing team members are set up to deliver resolution-first, quality service from day one. What you will bring 8+ years in customer support or contact centre operations leadership, including managing globally distributed and/or outsourced teams. A demonstrated track record leading automation or digital transformation within a support organisation (self-service, workflow automation, AI-assisted resolution), with a measurable impact on automation rate or cost to serve. Direct experience turning around a support team's quality and culture. Comfort operating against hard delivery metrics and targets, without losing sight of the customer behind them. Demonstrated resilience and adaptability in fast-changing, ambiguous environments; comfortable re-prioritising without losing team momentum. A hands-on leadership style: as comfortable reviewing a QA score or a customer interaction as running a steering committee. Strong cross-functional influencing skills, particularly with Product, Engineering, Vendor Management, and Complaints/Compliance functions. A practical, evidence-led approach to process improvement; formal methodology (Lean, Six Sigma, or similar) is a plus but not a substitute for judgement. Nice to have Experience in insurance, insurtech, fintech, or another regulated, high-volume customer service environment. Experience managing or partnering with BPOs or third-party administrators on shared quality standards. Familiarity with AI-driven support tooling (LLM-based agents, intelligent routing, and similar). Experience working alongside a Complaints or regulatory function on root-cause remediation. 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 not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - Our teams are hybrid and remote. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words! 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, 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.