Customer Care Operations Lead
New
G
GenkiHealth insurance
Workable locations: Portugal. Thailand. Indonesia. Brazil. MexicoFull-TimeLead
SalaryInitial compensation up to €3,500 per month.
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Job Details
- Languages
- Excellent written English. Portuguese or other languages are a plus.
- Experience
- 3+ years in customer support or customer operations, including at least 1 year leading, coordinating, or coaching a team.
- Required Skills
- Quality AssuranceCustomer support
Requirements
- Have 3+ years of experience in customer support or customer operations.
- Have at least 1 year of experience leading, coordinating, or coaching a team.
- Bring hands-on experience with quality assurance, performance reviews, or support metrics.
- Be able to build processes and ensure people use them.
- Be comfortable working with AI-assisted support and help-center content, and interested in improving both.
- Have excellent written English.
- Be detail-oriented, particularly when handling work in a regulated industry.
- Ideally be available to start by 1 December 2026.
- Experience in insurance, healthcare, travel, or another regulated industry is a bonus.
- Portuguese or other languages are a plus.
Responsibilities
- Coordinate supervisors and agents, balance workload and coverage across time zones, and answer operational questions.
- Co-own monthly performance reviews, coach agents using performance data, and run onboarding and training for new team members.
- Review conversations against quality standards, identify patterns, and turn findings into improvements, including for AI-assisted answers.
- Maintain internal guidance and help-center content as products, policies, and regulations change.
- Handle complex complaints, claims disputes, and sensitive member situations, working with insurers, compliance, and the tech team.
- Track and report response times, resolution, satisfaction, and backlog, and flag emerging problems.
- Document processes, identify automation opportunities, and own projects such as launching new support channels.
- Make operational decisions when the Head of Customer Care is away.
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