Customer Care Operations Lead
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Job Description
Customer Care Operations Lead running support operations for Genki’s global travel health insurance startup. Leading teams, quality, escalations, metrics, knowledge, and process improvement.
Responsibilities:
- Lead the Customer Care team day to day
- Coordinate with supervisors and agents and balance workload and coverage across time zones
- Serve as the first point of contact for operational questions
- Co-own monthly performance reviews and coach agents based on performance data
- Run onboarding and training for new team members
- Review and score conversations against quality standards
- Identify quality patterns and improve AI-assisted answers
- Maintain internal guidance and help-center content
- Handle complex complaints, claims disputes, and sensitive member situations
- Work with insurers, compliance, and the tech team to resolve escalations
- Track and report response times, resolution, satisfaction, and backlog
- Document processes, identify automation opportunities, and lead new support-channel projects
- Report directly to the Head of Customer Care and make operational decisions in their absence
Requirements:
- Ideally available to start by 1 December 2026
- 3+ years in customer support or customer operations, including at least 1 year leading, coordinating, or coaching a team
- Hands-on experience with quality assurance, performance reviews, or support metrics
- Process-building experience
- Ability to remain calm under pressure and manage multiple urgent situations
- Comfortable working with AI-assisted support and help-center content
- Excellent written English
- Portuguese or other languages are a plus
- Bonus: experience in insurance, healthcare, travel, or another regulated industry
- Detail-oriented, with the ability to work accurately in a regulated industry
Benefits:
- Real ownership and direct access to the Head of Customer Care
- Meaningful work helping members abroad with health insurance needs
- Room to grow as the team and channels expand
- Work from anywhere
- Freedom to work when and where you perform best
- Fully remote team, mostly in Europe and Southeast Asia
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