Customer Support Specialist – 6‑Month Contract

About the role

Cover Genius is seeking a Customer Support Specialist on a six‑month fixed‑term contract, with the potential to become permanent. The role operates within a structured, SLA‑driven support hub, handling multi‑channel enquiries via phone, chat, email and back‑office workflows. You will apply policy knowledge, exercise judgement and manage complex customer interactions without relying on scripts.

Key responsibilities

• Own customer cases across phone, live chat and email from first contact to resolution or escalation.
• Apply insurance policies confidently and explain decisions clearly.
• Maintain control of complex or emotionally charged conversations.
• Process back‑office tasks such as claims administration, triage and manual case filing.
• Document interactions accurately in the ticketing system and keep records audit‑ready.
• Identify process gaps, documentation risks or compliance concerns.
• Meet or exceed SLAs, quality benchmarks and productivity targets.
• Escalate sensitive or out‑of‑scope cases according to established frameworks.

Required profile

• Proven excellence in multi‑channel customer support environments.
• Strong judgement, composure and clear communication skills.
• Ability to balance live customer demand with structured administrative work.
• Attention to detail and commitment to compliance and regulatory standards.

Required skills

What we offer

• Hybrid work arrangement with a 9:00 am start time.
• Opportunity to transition to a permanent role based on performance.
• Experience working with a fast‑growing insurtech serving global digital brands.