About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee.

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 

About the Role

We're looking for a curious, detail-driven Junior Associate to help us keep a fast scaling global support operation running smoothly. Cover Genius is a global insurtech protecting the customers of the world's largest digital companies, from airlines and e-commerce marketplaces to banks and telcos, across more than 60 countries, and our Customer Support function is scaling fast alongside that growth.

As Junior Associate, Service Operations, you will sit at the centre of that growth. Reporting to our Service Operations Lead, you will reliably own the day-to-day platform fixes, BAU issues, and process improvement ideas that keep a growing, high volume operation running smoothly, working closely with our Product team so new features translate quickly into working process. It is a role built for someone early in their career who wants real ownership fast, exposure to how a global support operation actually runs, and a clear path into broader service operations, process, or platform roles as they grow.

Key Responsibilities

As Junior Associate, Service Operations, you will be the person who reliably owns operational fixes and process improvement day to day, so nothing falls through the cracks. You will partner closely with your manager, our Product team, and the wider Support team, using data and direct observation to find where our processes and systems create friction, and you will be trusted to fix what you find rather than just report it.

• Platform Configuration: Build and maintain workflows, automations, routing rules, and forms within our customer support platform, keeping configuration aligned to operational needs as they evolve.

• Ticket Triage and Ownership: 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.

• Process Improvement: Identify friction points in existing support processes by combining quality assurance findings, team feedback, and your own observation of where work slows down, then recommend and help implement fixes.

• Process Design and Documentation: Map new and existing processes clearly and consistently, producing documentation that is easy for the wider team to follow and that supports future automation.

• Platform Reliability: Monitor the health of our support systems, troubleshoot configuration issues before they become customer facing problems, and help the operation stay dependable as ticket volume grows.

• Service Levels and Quality: Support the tracking of service levels and quality metrics, and work with the quality assurance team to turn review findings into concrete platform and process fixes.

• Vendor Relationship Management: Stay in regular contact with our support platform provider's account representatives, working with them to plan and roll out new processes whenever new features are released, and feeding back our team's needs and pain points to help shape their roadmap.

• Product Collaboration: Work closely with our Product team to translate new features and platform changes into updated processes and configuration, and represent Support's operational needs in their planning.

• Cross Functional Collaboration: Work closely with Team Leads, quality assurance, and enablement colleagues to make sure platform and process changes are understood, adopted, and sustained.

• Continuous Improvement: Bring a genuinely curious, improvement minded approach to the role, proactively looking for smarter ways of working rather than waiting to be told where to look.

• AI Fluent Ways of Working: Use AI tools as a natural part of daily configuration and process work, looking for ways technology can remove busy work so the team can focus on higher value problems.

Skills & Experience

What you will bring:

• Education: Bachelor's degree in engineering, industrial or process engineering, business, operations management, or a related analytical field. Strong fits also come from backgrounds such as business or IT systems analysis, quality assurance, junior CRM, business systems administration, or product operations. 

• Professional Background: 0–3 years of experience in an engineering, process design, business operations, or analyst capacity, gained through a graduate program, internship, or full-time role, with a process design and engineering mindset.

• Process Mapping (Required): Hands-on experience mapping processes, workflows, or procedures, and turning them into clear, visual documentation others can follow. Experience with a process mapping or diagramming tool such as Miro is a plus.

• Comfortable Working from a Ticket Queue: Experience with a ticketing or project tracking tool such as Jira is a plus; you're comfortable managing a queue of requests, prioritising, and keeping it moving.

• Reliable and Accountable: You follow through on day-to-day fixes and commitments without needing to be chased, and your manager can count on you to keep operational work running smoothly.

• Process Minded: You naturally think in workflows and steps, and get genuine satisfaction from turning something unclear or messy into a documented, repeatable process.

• Detail Oriented: You catch small configuration or process errors before they become customer facing problems, and you document your own work as you go, without being asked.

• Analytically Curious: Comfortable working with operational metrics such as service levels, volume, and quality scores to spot where a process or a system setting is not working as intended.

• AI Fluency: Tech native and comfortable picking up AI driven tools quickly, with a genuine interest in how automation is changing support work.

• Comfortable with Ambiguity: Able to work through undocumented, messy processes without needing every answer handed to you, and confident escalating when something needs a decision above your level.

• Collaborative and Coachable: Ready to work closely with your manager and cross-functional teams, take feedback well, and iterate quickly on configuration and process changes.

• Comfortable Managing External Relationships: Confident communicating with external stakeholders, such as a platform provider's account team, in a professional, organised way that keeps projects moving.

What you will have:

• 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.

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.

• Global company, with the opportunity to work from any of our offices for 4 weeks a year

• 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 enables 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.