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About the Role
We are seeking a curious, detail-driven Junior Associate to support a fast-scaling global support operation. This role offers significant ownership and exposure to global support operations, with a clear path for growth into broader service operations, process, or platform roles.
Responsibilities
- Build and maintain workflows, automations, routing rules, and forms within our customer support platform.
- Own the day-to-day queue of platform, process, and BAU requests raised in Jira, triaging by priority and impact and working each through to resolution.
- Identify friction points in existing support processes and recommend and help implement fixes.
- Map new and existing processes clearly and consistently, producing documentation that is easy for the wider team to follow.
- Monitor the health of our support systems, troubleshoot configuration issues before they become customer-facing problems.
- Support the tracking of service levels and quality metrics, and work with the quality assurance team to turn review findings into concrete fixes.
- Stay in regular contact with our support platform provider's account representatives, working with them to plan and roll out new processes.
- Work closely with our Product team to translate new features and platform changes into updated processes and configuration.
- Work closely with Team Leads, quality assurance, and enablement colleagues to make sure platform and process changes are understood, adopted, and sustained.
- Proactively look for smarter ways of working rather than waiting to be told where to look.
- Use AI tools as a natural part of daily configuration and process work, looking for ways technology can remove busy work.
Requirements
- Bachelor's degree in engineering, industrial or process engineering, business, operations management, or a related analytical field.
- 0–3 years of experience in an engineering, process design, business operations, or analyst capacity.
- Hands-on experience mapping processes, workflows, or procedures, and turning them into clear, visual documentation.
- Experience with a ticketing or project tracking tool such as Jira is a plus.
- Strong problem solving instincts.
- Genuine interest in platform configuration and process design.
- Driven, energetic, positive approach.
- Excellent attention to detail and follow through.
- Clear, structured written communication for documentation.
- Ability to adapt quickly to a fast paced, high growth environment.
- Comfortable being coached closely early on, with the drive to grow into greater ownership.
Skills
- Process Mapping
- Jira
- Miro
- AI tools
- Platform Configuration
- Ticket Triage
- Process Improvement
- Process Design
- Documentation
- Platform Reliability
- Service Levels
- Quality Metrics
- Vendor Relationship Management
- Product Collaboration
- Cross Functional Collaboration
- Continuous Improvement
- AI Fluent Ways of Working
Location
- Global
Work Type
- Hybrid
Experience Level
- Junior
- 0-3 years
Education Level
- Bachelor's degree
Benefits
- Flexible Work Environment
- Global company, with the opportunity to work from any of our offices for 4 weeks a year
- Employee Stock Options
- CG Gives programs
About the Company
- Cover Genius is a Series E Insurtech that protects the global customers of the world's largest digital companies.
- Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
- Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020.
- 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.
Equal Opportunity
- 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.