.The CompanyCover 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, Uber, Hopper, 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 with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit 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 areBold, Authentic, Purposeful and InspiredOur People are notPerfect, Traditional, Complacent or Cautious*** NOTE THAT ONLY RESUMES SUBMITTED IN ENGLISH WILL BE CONSIDERED ***About the RoleThe Customer Support Manager is responsible for leading and developing a team of support staff and team leads to ensure exceptional customer service. This role involves overseeing the resolution of complex customer issues, driving process improvements, and managing performance and SLA metrics. The manager will collaborate with internal teams, including Content, Data Analytics, Platform and Service Design, and Customer Integrations, to address customer needs, resolve product issues, and implement system enhancements.The role requires close coordination with senior management to create and execute strategic plans for the support function, aligning departmental goals with organizational objectives and adapting strategies to meet evolving business needs. Additionally, the Customer Support Manager will work with the Customer Performance team to ensure the effective use and adoption of processes, tools, and technologies.Key Responsibilities Hire, train, and mentor team leads and support staff, conducting performance reviews and providing ongoing coaching to enhance skills and team performance.Oversee the resolution of complex or escalated customer issues by supporting team leads in managing these cases and ensuring timely and effective solutions.Analyze and improve support processes, working with team leads, support analysts and platform and service design teams to identify inefficiencies and implement new procedures or technologies that enhance service quality and operational efficiency.Monitor and analyze key performance indicators (KPIs), such as customer satisfaction and resolution times, and generate reports for senior management, using insights to drive team improvements
