Customer Support Manager

2 weeks ago

Dubai, United Arab Emirates CoverGo Full time

**Top 3 Reasons To Join Us**
- Share Option Plan
- 100% Remote
- Insurtech industry leader worldwide

**About Us**

At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.
- We are a leading global no-code insurance platform for health, life, and P&C;
- We’re the winner of the Insurtech of the Year in all of Asia and other awards globally;
- We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more;
- We're an international, diverse team of over 120 people with 34 nationalities and team members working remotely from all over the world;
- We are fully funded and backed by reputable VC funds and strategic institutional investors;
- We have offices in the US, Singapore, Hong Kong, UAE and Vietnam;
- We’ve grown our annualized revenue by over 30x since January 2021;
- We’re constantly working towards making CoverGo a workplace that you love coming to. We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world.

**What You Will Do**:

- Develop and lead the customer support team to deliver outstanding service, including managing performance, providing feedback, and conducting regular coaching sessions.
- Ensure that the customer support team has sufficient training, knowledge and skills to triage incidents as well as being able to resolve issues within a timely fashion and within SLAs.
- Review and maintain the Incident Management Process for various priority and severity incidents reported by customers, internally or by the monitoring tools. The process requires liaising with other departments within CoverGo including: Security, Infra, Engineering, QA, and others.
- Manage and maintain a set of support guidelines, processes, documentation and troubleshooting guides to aid team members in their day-to-day handling of tickets.
- Responsible for monitoring the CoverGo production environments using current and future monitoring and alert tools. If incidents are created as a result of an alert by the monitoring tools, depending on the impact and severity, the customer support team will triage and report such incidents internally and to customers.
- Develop and maintain a regular set of customer reports that is shared and reviewed with customers every month. Such reports include metrics and dashboards related to system uptime, performance, incidents, SLAs, response and resolution trends, etc.
- Ensure that disaster recovery processes are up-to-date and periodically reviewed, updated and tested.
- Any other task as may be assigned

**What We Need**:

- Bachelor's degree in Information Technology or a related field.
- Minimum 5 years of experience in a customer support management role, preferably within the insurance or insurtech industry.
- ITIL Certification (or equivalent) is highly preferred.
- Excellent leadership and team management skills, with a track record of motivating and inspiring high-performance teams.
- Excellent problem-solving abilities and the ability to think strategically about customer issues and resolutions.
- Strong communication skills, both verbal and written, with the ability to interact effectively with customers and internal stakeholders.
- Demonstrated ability to handle challenging customer situations with empathy and professionalism.
- Proficiency in customer support software, Atlassian products and CRM systems.
- Analytical mindset with the ability to derive insights from data to improve support operations.
- Flexibility to work in a fast-paced environment with changing priorities.
- Knowledge and experience of SaaS and cloud computing is highly desirable.
- Experience working with distributed or outsourced teams is a plus.
- Must be based in Europe to be able to cover a wider range of time zones.

**Why You'll Love Working Here**
- Remote Work Opportunity
- Local time zone office hours, work by your schedule
- Paid Time Offs
- Share Option Plan
- Company performance bonus
- Company activities & team offsites to exotic locations
- Training and development plan

**Covergo Company** Video

  • Customer Support Manager

    4 weeks ago

    dubai, United Arab Emirates Amalsocial Full time

    Customer Support Manager needed for a B2B Telco company needed based in Dubai.Location –Dubai, AESalary –18-22K AED/month + bonus + visa + healthcare + relocationEssential skills:Completed higher technical education (e.g. Telecommunications, ICT, Engineering)Minimum of 5 years of Customer Support Experience in an international technical...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Amalsocial Full time

    Customer Support Manager needed for a B2B Telco company needed based in Dubai.Location –Dubai, AESalary –18-22K AED/month + bonus + visa + healthcare + relocationEssential skills:Completed higher technical education (e.g. Telecommunications, ICT, Engineering)Minimum of 5 years of Customer Support Experience in an international technical...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Talent Pal Full time

    Description du poste: As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Safran companies Full time

    As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and will report to the...

  • Customer Support Manager

    4 weeks ago

    Dubai, United Arab Emirates MG Recruit Full time

    **Job Title**:Customer Support Manager in the UAE **Job Type**:Remote at the beginning, full-time **Location**:Dubai, UAE We are recruiting on behalf of our client for a Customer Support Manager for a Consultancy company based in Dubai. **Responsibilities**: - Act as a liaison between the client and our lawyers, sales, state. bodies in the UAE,...

  • Program Manager | Program Manager Dubai

    4 weeks ago

    dubai, United Arab Emirates Program Manager Full time

    Program Manager | Program Manager DubaiAmazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates CoverGo Full time

    Top 3 Reasons To Join Us Share Option Plan 100% Remote Insurtech industry leader worldwideAbout UsAt CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone. We are a leading global nocode insurance platform for health, life, and P&C; We're the winner of the Insurtech of the Year in all of Asia and...

  • Customer Support Manager

    4 weeks ago

    Dubai, United Arab Emirates Quadrabay Verification Services Full time

    **Accountabilities**: - Develop and continuously enhance the department policies, procedures and processes. - Provide a 360 world class customer service strategy with clear and concise KPI’s - Improve customer service experience, create engaged customers and facilitate traffic and growth. - Manage and efficiently utilize the customer service CRM to...

  • Customer Support

    3 weeks ago

    Dubai, United Arab Emirates CPT Markets Full time

    **Responsibilities**: - Provide accurate information about products, services, pricing, and company policies. - Maintain a courteous and empathetic tone when interacting with customers. - Investigate and resolve customer issues, including order discrepancies, billing inquiries, and product/service complaints. - Follow established procedures and guidelines...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates MG Recruit Full time

    Job Title:Customer Support Manager in the UAEJob Type:Remote at the beginning, full-timeLocation:Dubai, UAEWe are recruiting on behalf of our client for a Customer Support Manager for a Consultancy company based in Dubai.Responsibilities: Act as a liaison between the client and our lawyers, sales, state. bodies in the UAE, freezones Monitor the process of...

  • Customer Support

    3 months ago

    Dubai, United Arab Emirates CPT Markets Full time

    **Responsibilities**: - Provide accurate information about products, services, pricing, and company policies. - Maintain a courteous and empathetic tone when interacting with customers. - Investigate and resolve customer issues, including order discrepancies, billing inquiries, and product/service complaints. - Follow established procedures and guidelines...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Quadrabay Verification Services Full time

    Accountabilities: Develop and continuously enhance the department policies, procedures and processes. Provide a 360 world class customer service strategy with clear and concise KPI's Improve customer service experience, create engaged customers and facilitate traffic and growth. Manage and efficiently utilize the customer service CRM to achieve customer...

  • Technical Customer Support Manager

    1 month ago

    Dubai, United Arab Emirates Helix Leisure Full time

    Fueling the business of fun. Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability. With Embed’s platform, a business...

  • Technical Customer Support Manager

    3 weeks ago

    Dubai, United Arab Emirates Helix Leisure Full time

    Fueling the business of fun. Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability. With Embed’s platform, a business...

  • Technical Customer Support Manager

    3 weeks ago

    Dubai, United Arab Emirates Helix Leisure Full time

    Fueling the business of fun. Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability. With Embed’s platform, a business...

  • Customer Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Evertz Full time

    Customer Support & System Commissioning Engineer - Broadcast SystemsDepartment:Technical SupportLocation:Reading, United KingdomEvertz is a world leading company in the design and manufacture of innovative and pioneering video & audio broadcast equipment, for both traditional point-to-point based architectures as well as high speed and high bandwidth network...

  • Customer Support Manager

    5 days ago

    Dubai, United Arab Emirates Talent Pal Full time

    **Description du poste**: As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region...

  • Customer Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group Full time

    Customer Support & Services Junior Officer Jobs In DubaiJob Description:Supports and provides service via toll free, e-mails, live chats, and social media to manage the business' relationship with customers.Performs outbound surveys to ensure customer satisfaction for Sales and After Sales Services.Generates Sales Leads.Registers customer details and...

  • Customer Support

    7 days ago

    Dubai, United Arab Emirates Arcab Full time

    **About arcab** Arcab is a technology-enabled bus aggregator that empowers fleet owners to make more money by increasing the utilization of their vehicles. We are tackling the 250B$ MENA market for moving people and things. We are growing rapidly working with the largest fleet operators in the region with thousands of vehicles in our supply pool. We show...

  • Customer Support Executive

    4 weeks ago

    dubai, United Arab Emirates Pro Web Technos Full time

    Skills : Empathy, Communication, Problem-Solving, Multi-Channel Support, Patience, Technical Proficiency, Customer Relationship Management (CRM)Location : DubaiJob Description:Job Description:We are in search of a skilled Customer Support Executive to join our team and deliver exceptional service to our valued customers. As a Customer Support Executive, you...