📍 Job Overview

• Job Title: Customer Support Specialist (Fully Remote)
• Company: CoverGo
• Location: Philippines (Remote)
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-08-12
• Experience Level: 5-10 years
• Remote Status: Fully Remote

🚀 Role Summary

• Customer Support Leadership: Lead and manage the customer service function to deliver high-quality support experiences to clients and partners.
• Policy & Procedure Development: Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations.
• Performance Analysis: Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
• Escalation Management: Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
• Cross-Functional Collaboration: Collaborate with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve the platform experience.

📝 Enhancement Note: This role requires a strong understanding of customer service practices and a proven track record of leading customer service operations in a fast-paced environment, preferably within the tech or SaaS industry.

💻 Primary Responsibilities

• Customer Service Management: Lead and manage the customer service function to deliver high-quality support experiences to clients and partners.
• Policy & Procedure Development: Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations.
• Performance Analysis: Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
• Escalation Management: Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
• Cross-Functional Collaboration: Collaborate with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve the platform experience.
• Feedback Loop: Build a feedback loop between customer support and product development to enhance feature development and usability.
• Ticketing System Management: Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce).
• KPI Definition: Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution.
• Tool Implementation: Support the implementation of new tools and systems to scale customer support and improve automation where appropriate.
• Industry Trend Awareness: Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in service delivery.
• Strategic Discussions: Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction.

📝 Enhancement Note: The primary responsibilities of this role require a proactive approach to resolving customer challenges, strong communication and interpersonal skills, and a data-driven mindset to interpret support metrics and translate them into actionable improvements.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).

Experience:

• Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
• Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
• Previous experience in the insurance or InsurTech space is a strong advantage.
• Proven track record of leading and scaling customer service operations in a fast-paced environment.
• Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce).

Required Skills:

• Exceptional problem-solving skills and a proactive approach to resolving customer challenges.
• Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams.
• A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements.
• Fluent in English; additional language skills are a plus.

Preferred Skills:

• Experience with InsurTech or the insurance industry.
• Familiarity with no-code platforms and insurance software.
• Knowledge of customer service best practices and trends in the tech industry.

📝 Enhancement Note: While not explicitly stated, having experience with no-code platforms and insurance software would be beneficial for this role, as CoverGo is a leading global no-code insurance platform.

📊 Web Portfolio & Project Requirements (N/A)

As this role is focused on customer support and management, a portfolio of customer service projects or case studies demonstrating problem-solving, process improvement, and team leadership would be more relevant than a web development portfolio.

💵 Compensation & Benefits

Salary Range: PHP 60,000 - 80,000 per month (Estimated based on market research for Customer Support Managers in the Philippines)

Benefits:

• Competitive salary
• 100% remote work
• Flexible leave
• Performance bonus
• Stock options after 6 months
• Company activities and events
• Learning and development plan
• Remote work allowance

Working Hours: 40 hours per week, with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for Customer Support Managers in the Philippines. The actual salary may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: InsurTech – CoverGo is a leading global no-code insurance platform for health, life, and P&C, empowering insurance companies to make insurance 100% digital and accessible to everyone.

Company Size: Medium-sized, with over 120 employees from 30 nationalities working remotely from all over the world.

Founded: 2017

Team Structure:

• The customer support team is part of the Operations department, working closely with Product, Engineering, Sales, and other internal teams.
• The team is expected to collaborate cross-functionally to resolve customer pain points and improve the platform experience.

Development Methodology:

• Agile methodologies, with a focus on continuous improvement and customer-centric development.
• Regular sprint planning, code reviews, and quality assurance practices.
• CI/CD pipelines and automated deployment for efficient software delivery.

Company Website: CoverGo

📝 Enhancement Note: CoverGo's company culture emphasizes international diversity, customer focus, and continuous improvement, which are reflected in the role's responsibilities and required skills.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suitable for experienced Customer Support Managers with a proven track record of leading and scaling customer service operations in a fast-paced environment.

Reporting Structure: The Customer Support Specialist will report directly to the Head of Operations and work closely with other department heads to ensure customer satisfaction and platform improvement.

Technical Impact: This role has a significant impact on customer satisfaction, platform usability, and overall business success by driving customer service excellence and facilitating cross-functional collaboration.

Growth Opportunities:

• Career Progression: With proven success in this role, there may be opportunities to advance to a senior leadership position within the Operations department or explore other functional areas within the company.
• Skill Development: The learning and development plan offered by CoverGo can help the Customer Support Specialist enhance their skills in customer service, leadership, and industry-specific knowledge.
• Technical Leadership: As the Customer Support team grows, there may be opportunities to mentor junior team members and contribute to the development of customer service policies and best practices.

📝 Enhancement Note: While the specific career growth opportunities are not explicitly stated, the role's focus on leadership, collaboration, and continuous improvement suggests potential advancement within the Operations department or other functional areas within the company.

🌐 Work Environment

Office Type: Fully remote, with team members working from various locations around the world.

Office Location(s): N/A (Fully remote)

Workspace Context:

• Remote Work: The Customer Support Specialist will work remotely, using communication and collaboration tools to stay connected with the team and customers.
• Customer Interaction: The role involves frequent interaction with customers via email, phone, and chat, requiring strong communication skills and a customer-centric mindset.
• Cross-Functional Collaboration: The Customer Support Specialist will work closely with other departments, such as Product, Engineering, Sales, and Operations, to resolve customer issues and improve the platform experience.

Work Schedule: Flexible scheduling to accommodate customer support needs, with a focus on providing high-quality support experiences during peak customer activity hours.

📝 Enhancement Note: The fully remote work environment at CoverGo requires strong communication skills, self-motivation, and the ability to work independently while maintaining a customer-centric focus.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, customer service experience, and cultural fit.
2. Case Study: A practical exercise or case study to evaluate problem-solving skills, customer service approach, and strategic thinking.
3. Final Interview: A conversation with the Head of Operations or another senior leader to discuss career goals, expectations, and fit within the company's culture.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on customer service best practices and trends in the tech industry.
• Prepare examples of successful customer service initiatives, process improvements, or team leadership experiences.
• Familiarize yourself with CoverGo's company culture, values, and mission.

ATS Keywords: (N/A for this role, as it is not a web development or server administration position)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, customer service experience, and cultural fit, with a practical case study or exercise to evaluate problem-solving skills and strategic thinking.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

As this role is focused on customer support and management, there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Put customers first and strive to exceed their expectations in every interaction.
• Proactive: Anticipate customer needs and address potential issues before they arise.
• Collaborative: Work closely with other departments to resolve customer pain points and improve the platform experience.
• Continuously Improving: Regularly review and refine customer service processes to ensure they remain effective and efficient.

Collaboration Style:

• Cross-Functional: Work closely with other departments, such as Product, Engineering, Sales, and Operations, to resolve customer issues and improve the platform experience.
• Data-Driven: Use customer service metrics and insights to inform decision-making and drive continuous improvement.
• Customer-Focused: Prioritize customer needs and preferences in all aspects of customer service delivery.

📝 Enhancement Note: CoverGo's customer support values emphasize a customer-centric approach, proactive problem-solving, and continuous improvement, which are reflected in the role's responsibilities and required skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Expectations: Manage customer expectations and ensure high-quality support experiences for a diverse, global customer base.
• Escalation Management: Handle complex customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
• Process Improvement: Continuously review and refine customer service processes to ensure they remain effective and efficient.
• Team Leadership: Lead and manage a team of customer support specialists, fostering a customer-centric culture and driving team performance.

Learning & Development Opportunities:

• Customer Service Training: Enhance customer service skills through workshops, webinars, and online courses.
• Industry-specific Knowledge: Develop a deeper understanding of the insurance industry and InsurTech trends through company-provided resources and training.
• Leadership Development: Participate in leadership development programs to enhance management and team-building skills.

📝 Enhancement Note: The technical challenges and learning opportunities for this role focus on customer service excellence, process improvement, and team leadership, with a strong emphasis on continuous learning and development.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Prepare for scenario-based questions that assess your ability to handle customer issues and complaints professionally and effectively.
• Problem-Solving: Brush up on problem-solving techniques and be prepared to discuss your approach to resolving complex customer issues.
• Data Analysis: Familiarize yourself with customer service metrics and be prepared to discuss how you would use data to drive continuous improvement in customer service delivery.

Company & Culture Questions:

• Company Values: Research CoverGo's company values and be prepared to discuss how you would embody them in your role as a Customer Support Specialist.
• Customer Service Philosophy: Develop a clear understanding of your customer service philosophy and be prepared to discuss how it aligns with CoverGo's approach to customer support.
• Team Dynamics: Familiarize yourself with CoverGo's team structure and be prepared to discuss how you would collaborate effectively with other departments to resolve customer issues and improve the platform experience.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview preparation for this role focuses on assessing customer service skills, problem-solving abilities, and cultural fit, with a strong emphasis on scenario-based questions and data-driven decision-making.

📌 Application Steps

To apply for this Customer Support Specialist (Fully Remote) position at CoverGo:

1. Submit your application through the application link provided on the job listing.
2. Prepare a portfolio or case study demonstrating your customer service experience, problem-solving skills, and team leadership abilities.
3. Research CoverGo's company culture, values, and mission to ensure a strong fit with the organization's goals and objectives.
4. Practice scenario-based questions and brush up on your customer service skills to ensure a successful interview.
5. Prepare for data-driven discussions and be ready to discuss your approach to continuous improvement in customer service delivery.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.