Customer Service Delivery Lead at Cover Genius

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Operations, Team Leadership, Multi Channel Support, Real Time Guidance, Coaching, Mentoring, Process Adherence, Performance Management, SLA Management, Capacity Planning, CSAT Improvement, QA Calibration, Data Analysis, Root Cause Analysis, Regulatory Compliance, Process Improvement

Industry

technology;Information and Internet

Description

About the Company Cover Genius is a Series E Insurtech [https://covergenius.com/cover-genius-closes-80m-in-series-e-funding-as-investors-see-700-billion-opportunity-in-embedded-protection//] that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com [http://booking.com/], Intuit, Hopper [https://covergenius.com/hopper-demo/], Skyscanner [https://covergenius.com/skyscanner-demo/], Ryanair [https://covergenius.com/ryanair-demo/], Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon [https://covergenius.com/available-at-amazon/], Flipkart [https://covergenius.com/flipkart-demo/], eBay [https://covergenius.com/global-online-retailer-513-growth/], Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover [https://covergenius.com/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 [https://www.ft.com/content/1d5aabcc-5d44-11ea-ac5e-df00963c20e6] in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” [https://covergenius.com/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 are seeking a Customer Service Delivery Lead to manage day to day multi channel customer support operations across chat, voice and email. This is a hands on operational leadership role. It is not a strategic or advisory position. You will be present in the daily workflow, supporting the floor in real time, answering agent questions, reviewing cases and ensuring processes are followed consistently. You will: * Lead live operations and monitor queues daily * Coach and mentor agents directly * Deliver structured training and refresher sessions * Enforce adherence to processes and quality standards * Address underperformance promptly and clearly * Lead daily or weekly team standups. * Contribute actively to QA calibration and case reviews This role requires someone comfortable being close to the detail, visible to the team and accountable for daily service outcomes. If you prefer high level planning without hands on execution, this role will not be a fit. Key Responsibilities: * Operational Ownership * Manage daily performance across chat, voice and email * Own SLA, backlog and response time management * Allocate workload across time zones * Act as escalation point for complex cases Leadership * Provide on floor coaching and real time guidance * Address underperformance directly and promptly * Contribute to QA calibration and quality uplift * Mentor team members to improve capability Data & Reporting * Analyse performance dashboards and trends * Identify root causes and implement corrective actions * Deliver structured weekly performance reporting Governance & Compliance * Ensure adherence to regulatory and policy standards * Support complaints handling processes as required * Maintain documentation and audit readiness Continuous Improvement * Identify operational inefficiencies * Recommend and implement process improvements * Support automation or workflow enhancements where relevant Skills & Experience: What you will bring * 5 to 7 years in customer support operations * 2 to 3 years leading teams of 8 to 20 agents * Experience managing cross border or offshore teams preferred * Strong understanding of SLA drivers and capacity planning * Demonstrated experience improving SLA, CSAT or QA outcomes * Experience in regulated or high governance environments preferred What you will have * Strong operational discipline * Assertiveness and confidence in decision making * Data literacy and analytical thinking * Clear and structured communication * Ability to coach and develop team capability * Resilience under pressure * Accountability mindset Key Initiatives: * Stabilise and consistently achieve agreed SLAs * Lift QA benchmark across all channels * Improve team accountability and performance consistency * Strengthen structured reporting and stakeholder confidence * Maintain NPS above agreed target 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. We work from home on Wednesdays and Thursday and collaborate in office on Monday, Tuesday and Friday with flexibility around start/finish times. With the added benefit of a Wellness day a month • Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures [https://www.instagram.com/p/B9qnOuUpDVx/] speak a thousand words! Sound 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. [https://covergenius.com/privacy-policy/]

Responsibilities

This hands-on operational leadership role involves managing day-to-day multi-channel customer support operations across chat, voice, and email, including leading live operations and monitoring queues daily. Key responsibilities include providing on-floor coaching, addressing underperformance promptly, owning SLA and backlog management, and contributing actively to quality assurance calibration.