Job type: Temporary · Department: Claims Operations - 331 · Work type: Remote

Montevideo, Montevideo Department, Uruguay

Job details

About the Company

Cover Genius is an 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

6-month contract - with the possibility of becoming permanent

5:00 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?

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 remote.

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.

** 6-month contract - with the possibility of becoming permanent **

Cover Genius

New Jobs

Customer Support Specialist (6-month contract)