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Genki provides health insurance for digital nomads and other people living or traveling across borders. Its travel and international health plans cover necessary medical treatment across a wide range of countries, with no annual limits, and let members choose their doctor or hospital. Customers can enroll online, and claims are paid within two weeks. Allianz Partners covers the insurance risk. The company works across insurance and healthcare, including healthcare insurance.
Senior Customer Care Operations Lead
Lead customer care operations at Genki, a global travel health insurance startup. Oversee team coordination, quality, escalations, performance metrics, support content, and process improvements.
विवरण
- Lead daily operations for the Customer Care team.
- Coordinate supervisors and agents, balancing workloads and coverage across time zones.
- Act as the first contact for operational questions.
- Share responsibility for monthly performance reviews and coach agents using performance data.
- Manage onboarding and training for new team members.
- Assess customer conversations against quality standards.
- Spot quality trends and improve AI-assisted responses.
- Keep internal guidance and help-center content up to date.
- Resolve complex complaints, claims disputes, and sensitive member cases.
- Partner with insurers, compliance, and technology teams to resolve escalations.
- Monitor and report response times, resolution rates, customer satisfaction, and backlog.
- Document processes, find automation opportunities, and lead projects to launch new support channels.
- Report to the Head of Customer Care and make operational decisions when they are unavailable.
आवश्यकताएँ
- Preferably available to start by 1 December 2026.
- At least 3 years of experience in customer support or customer operations, including 1 year leading, coordinating, or coaching a team.
- Practical experience with quality assurance, performance reviews, or support metrics.
- Experience building processes.
- Able to stay calm under pressure and manage several urgent situations at once.
- Comfortable working with AI-assisted support and help-center content.
- Excellent written English.
- Portuguese or other languages are an advantage.
- Experience in insurance, healthcare, travel, or another regulated industry is a plus.
- Detail-oriented and able to work accurately in a regulated industry.
लाभ
- Take ownership of work and collaborate directly with the Head of Customer Care.
- Help members abroad with their health insurance needs.
- Opportunity to grow as the team and its support channels expand.
- Work remotely from anywhere.
- Flexibility to work when and where you perform best.
- Join a fully remote team based mostly in Europe and Southeast Asia.
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