Team Lead – Claims (EMEA Travel)

About the role

Cover Genius is seeking a data‑driven, resilient leader to head its 13‑person, Uruguay‑based EMEA Travel Claims pod. As Team Lead you will own day‑to‑day operations, transform a junior team into a high‑performing unit, and directly influence the customer journey for millions of travelers worldwide.

Key responsibilities

• Drive professional maturity of a junior travel‑claims team using data‑driven KPIs and fact‑based coaching.
• Manage daily workflow allocation, queue prioritisation and capacity planning to handle standard volumes and 15% claim spikes while meeting SLA targets.
• Oversee the full new‑hire lifecycle: onboarding, classroom training, side‑by‑side shadowing and delegated‑authority sign‑offs until full autonomy.
• Partner with QA and Complaints teams to ensure file accuracy, regulatory compliance and governance standards.

Required profile

• Proven experience leading high‑volume operational teams, preferably in claims or contact‑center environments.
• Strong analytical mindset with ability to translate operational data into actionable coaching.
• Hands‑on mentor who balances empathy with strict accountability.
• Excellent collaboration skills for working with global peers and cross‑functional stakeholders.

Required skills

What we offer

• Opportunity to shape a fast‑growing insurtech operation.
• Dynamic, multicultural environment across 20+ countries.
• Impactful role influencing the end‑to‑end travel‑claims experience.