[Hiring] Customer Support Specialist @Cover Genius

Role Description

This role sits within a high-performance Customer Support Hub serving Tier-1 enterprise partners with strict regulatory and service expectations. You will deliver professional, white-glove voice support as the primary function, while also executing chat and email work during non-call time to maintain full utilization. This is not a volume call-centre role. It requires sound judgement, composure under pressure, and the ability to operate confidently across multiple workflows in real time. Only candidates with demonstrated excellence in live customer support should be considered. This role is being hired as Remote working in Australia only, and candidates must have full Australian work rights.

Responsibilities:

• Voice Customer Ownership (Primary Priority)
  • Act as the primary point of contact for inbound customer phone calls, ensuring a premium, empathetic, and efficient customer experience.
  • Manage complex or emotionally charged conversations directly with the customer over the phone, maintaining control and composure at all times.
  • Apply policy confidently and explain decisions clearly through verbal communication without reliance on scripts.
  • Take ownership of the customer's issue from first voice contact through to resolution or structured escalation.
• Multi-Channel Written Support (Non-Call Periods)
  • Seamlessly transition to processing inbound customer emails and live chat enquiries whenever there is downtime in phone call volume.
  • Balance live voice customer demand with structured written communication throughput to ensure maximum utilization.
  • Maintain audit-ready documentation and log all customer interactions accurately in our ticketing system (Zendesk).
  • Ensure consistent, high-quality service across both spoken and written communication channels.
• Operational Excellence
  • Meet or exceed SLAs, QA benchmarks, and productivity expectations across phone, chat, and email channels.
  • Follow SOPs, compliance requirements, and escalation frameworks without deviation.
  • Identify and flag process gaps, documentation risks, or compliance concerns discovered during customer interactions.
• Collaboration & Escalation
  • Exercise sound judgement on resolution versus escalation during live calls and written chats.
  • Escalate complex, sensitive, or out-of-scope cases appropriately to the client’s internal teams.
  • Protect compliance and regulatory standards in all interactions.

Qualifications

• 3+ years of heavy live phone support experience in a high-trust, regulated, or enterprise customer support environment.
• Extensive experience and comfort speaking directly with customers, managing difficult calls independently, and driving resolutions via voice.
• Native or near-native English (verbal and written).
• Proven ability to switch priorities seamlessly between answering phone calls and managing written tasks (chat and email) without quality loss.
• Strong written communication capability to effectively handle email and chat queues during non-call times.
• Highly regarded: Experience in insurance, fintech, travel, or regulated enterprise support.
• Familiarity with Zendesk or similar case management tools.
• Exposure to multi-channel, SLA-driven operational environments.

Requirements

• Clear, confident, and controlled verbal communication skills.
• Strong written clarity for structured email and chat documentation.
• Attention to detail and high cognitive load tolerance.
• Operational discipline to shift naturally between voice and written channels.
• Time management and workload prioritisation.
• Emotional composure under pressure, especially during difficult calls.
• Accountability and reliability.

Benefits

• Flexible Work Environment - our teams are hybrid. We work from home on Wednesdays and Thursdays and attend the office on Monday, Tuesday, and Friday with flexibility around start/finish times.
• Global company, with the opportunity to work from any of our offices for 4 weeks a year.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.