Cover Genius

Role Description As a Senior Associate, Quality Assurance – Support on our Quality Assurance team, you will be a high-impact investigator of customer contact quality — working independently to identify the subtle, systemic issues that structured audit execution alone cannot surface. The role sits at the intersection of three knowledge domains that most quality functions treat separately: - Support Operations processes and partner-specific workflows - The technical environment of Zendesk and our internal tooling - The insurance and coverage context that governs how customer contacts should be handled Your primary focus areas are the highest-risk interaction categories in the support audit workstream: - Reopened tickets - Vulnerable Customer cases Both of which carry direct implications for FCA Consumer Duty obligations and regulatory compliance. Your value lies in self-directing investigation, identifying where harm has been caused or where systemic failure is emerging before it escalates, and producing the RCA outputs that create real, cross-functional change. Key Responsibilities - Independently identify and prioritise high-risk interaction patterns in support contact data. - Audit Zendesk customer service interactions against Quality Assurance scorecards and internal and regulatory guidelines. - Conduct Root Cause Analysis (RCA) on audit findings by connecting Support Operations processes, tooling, and insurance coverage context. - Lead calibration sessions with Support Operations managers and stakeholders to align on quality standards. - Mentor a junior Quality Assurance associate on support domain knowledge, audit technique, and Vulnerable Customer identification and handling. - Collect, analyse, and interpret support quality data to prioritise improvement recommendations. Qualifications - 3–5 years of experience in customer service operations, analyst or a Quality Assurance function within insurance or a highly regulated industry. - A demonstrated ability to work independently — self-directing quality investigations. - Strong ability to build collaborative relationships across various teams. - Experience with Jira, Zendesk, or specialist Quality Assurance platforms. - Proven ability to interpret complex customer interaction data. - Bachelor’s degree in a relevant field; a postgraduate degree is also desirable. Requirements - Objective Advocacy: A natural appetite to go beyond the "why" and fight for the "how". - Radical Precision: An uncompromising eye for detail. - Adaptive Resilience: Remains composed and accurate under pressure. - Influential Communication: Confident in delivering difficult feedback. Benefits - Flexible Work Environment - This position is Remote. - Employee Stock Options - we want our people to share in our success. - Work with like-minded people who are passionate about both the work and giving back. - Social Initiatives.

Title: Director, Partnerships Location: United States Job type: Full Time · Department: Partner Services - 302 · Work type: Remote United States Job Description: About the Company Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Priceline, Booking.com, Expedia, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes, ShipRush, Zip and SeatGeek. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the Role As a Director, Partnerships in the Travel Americas team you will report to the VP, Travel and be a key individual contributor on a team that develops and executes on the company’s partnerships and distribution strategy for Travel across the Americas region. The role requires regular collaboration with global teams to identify, cultivate, structure and close complex deals with airline, online travel agent, cruise, tour operator and agent partners. It will also include ownership and management of key relationships at partner organizations and with stakeholders internally. This is an opportunity to drive material growth through new partner acquisition in an established and rapidly growing business unit. Key Responsibilities - Develop and close partnership deals that drive significant measurable impact for partners and Cover Genius. - Build strong enterprise partner relationships to acquire new logos and drive meaningful impact to our new partners. - Work cross-functionally with our teams as part of the broader team that designs robust partner solutions and stick with deals until launch. - High quality pipeline management including effective usage of Cover Genius’ CRM and reporting frameworks. What you will bring - 10+ years of travel industry experience, with 5+ years in sales or business development roles. - Problem solving capacity - we are not a cookie cutter organization. We use our unique tech capabilities to build innovative solutions for our enterprise partners. - Proven track-record for meeting and exceeding sales targets and performance driven KPIs. - Demonstrated passion and agility leading within high-growth technology companies/startups. - Strong network and successful track record with respect to deal negotiation. - Bachelor's degree in a relevant field, a postgraduate degree is also desirable. What you will bring - Clear, concise communication skills, able to present, negotiate and influence at VP-level. - Ability to think laterally and explore creative solutions in both deal negotiation and customer solution design. - Ability to work collaboratively as a member of cross-functional teams (Incl. engineering, product and finance) to deliver high quality outcomes. - Appetite and enthusiasm for working as part of a small collegial team that is not afraid of getting their hands dirty and supporting each other. - A proactive bias to action, and drive to achieve results. Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - Our teams are hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times. • 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. • Social Initiatives - pictures speak a thousand words! Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat! * Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy. *The cash compensation for this role starts at $168,000+ (plus commission & equity)

Title: Claims Specialist Location: United Kingdom Job Description: As a Claims Specialist on our Ticketing Claims Team, you will own the timely and accurate end-to-end adjudication of routine and complex ticketing claims, ensuring policy validity and compliance are maintained from first notice of loss through settlement. This role requires efficiently applying established policy guidelines, accurately verifying customer documentation, and providing clear communication to deliver fair and prompt claim resolutions to our customers. You will own the timely and accurate end-to-end adjudication of routine and complex ticketing claims. Regular collaboration with Team Leads, Managers, Payments, Complaints and Compliance Teams will be key in ensuring claim accuracy, regulatory integrity, and prompt, successful customer resolution are achieved. Key Responsibilities - End-to-End Claims Adjudication: Own the full claims lifecycle from initial notice (FNOL) through final settlement, ensuring timely and accurate resolution of ticketing claims. - Documentation and Verification: Critically review and validate all necessary documentation (invoices, Proof of Loss, etc.) to confirm policy eligibility and prevent fraudulent or non-covered payouts. - Policy Compliance and Calculation: Accurately apply complex policy wording and regulatory guidelines to calculate final settlement amounts. - Customer Communication: Proactively communicate coverage decisions and resolve customer queries, ensuring sensitive and complex outcomes are delivered with empathy and clarity. - SLA and Quality Adherence: Maintain strict adherence to all established Service Level Agreements (SLAs) and internal governance frameworks to support the team’s overall efficiency and audit standards. Qualifications - Desired 1-2 years experience handling customer queries online (claims). - Fluency in English (verbal & written) is essential for communicating internally and externally. - Any other European language will be highly regarded for external communications. - Basic understanding of insurance products and terminology. - Investigative ability to analyze documents, service reports, and customer statements to determine liability. - Bachelor’s or postgraduate degree in a related field or equivalent (preferred). What you will have - Time Management - Organisation - Attention to Detail - Demonstrates resilience - Learning orientation - Relationship building skills - Communication Skills Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - Our teams are remote or hybrid (work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday), with flexibility around start/finish times. • 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. • Social Initiatives - pictures speak a thousand words! Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat! Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.