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Customer Support Specialist (Fully Remote) at CoverGo. 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. By submitting your application, you confirm that you have read, understood, and accepted the content of CoverGo’s . Privacy Notice.  and you consent to the processing of your data as part of this application.. Company Location: Philippines.