About the Company

Valued at $1.9B following a recent $100M capital raise led by Vista Credit Partners, Cover Genius is the premier global infrastructure platform for embedded protection. Operating across 60+ countries and all 50 US states, our B2B2C technology seamlessly connects over 200 partner platforms - including industry giants like Uber, Booking.com, Klarna, and eBay- with 50+ global insurance carriers to protect 70+ million customers at the point of sale.

Coming off a stellar year with 50% YoY revenue growth, over $3B in cumulative gross sales, and 240 million policies issued, we are accelerating into our next phase of scale. As part of our team, you’ll help drive our AI-first roadmap- developing hyper-personalization engines, agentic distribution, and automated claims infrastructure- while building the scalable technology powering the fast-growing $70B embedded protection market.

Our people are: Accountable, customer-obsessed, collaborative, driven

Our people are not: Passive, defensive, siloes-driven, hesitant

About the Role

As a Complaints Specialist, you’ll take ownership of the complaints identification and processing across all business verticals. You’ll play a critical role in ensuring customer concerns are managed with care, accuracy, and in compliance with FCA, ASIC, and evolving EU regulations.

Success in this role requires a detail oriented, customer first mindset. This position is accountable for the evaluation, assessment, and classification of inbound concerns to establish their urgency and regulatory significance. The successful applicant will facilitate precise documentation and efficient escalation to designated resolution squads, safeguarding both partner loyalty and adherence to global standards.

Key Responsibilities

• Review incoming complaints across multiple channels (email, phone, web forms, social media, regulatory portals) to understand the root cause and core issue.

• Ensure complaint cases are logged, tracked, and responded to within defined service timescales.

• Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.

• Classify complaints based on urgency, operational impact, financial risk, and regulatory implications (e.g., legal threats, data privacy breaches, or vulnerable customer indicators).

• Identify complaint trends and root causes; work with relevant teams to implement preventative actions.

• Identify issues that could pose a business or regulatory risk

Skills & Experience

• Strong ability to quickly read through complex customer narratives, extract the core facts, and make objective judgments.

• Comfortable working with cross-functional teams and navigating complex issues.

• Experience managing complaint cases across multiple product lines or customer journeys desired.

• Prior exposure to regulated environments or customer remediation programs desired.

• Knowledge of claims or insurance operations strongly preferred.

What you will have:

• Strong attention to detail and ability to manage sensitive escalations professionally

• Customer first mentality to address issues with empathy and patience

• Ability to identify trends from data and escalate key risks

• Collaborative mindset with strong communication and influencing skills

• Confidence in decision-making under pressure

• A structured, proactive approach to documentation and process improvement

Why Cover Genius?

Geniuses create magic, and who doesn’t like magic! Our values aren’t posters on the wall- they shape how we think, work, and approach each day. Our Operating Principles guide our mission:

• Make Today Matter: We move with urgency, act decisively, and focus on delivering meaningful results. Progress comes from taking action.

• Act with Accountability: We own our commitments, follow through, and take pride in delivering work that moves our business- and each other- forward.

• Grow Together: Learning never stops. We share knowledge openly, celebrate wins, learn from setbacks, and help one another improve every day.

• Inspire Each Other: Great ideas can come from anyone. We challenge one another respectfully, think boldly, and work as one team to achieve more than we could individually.

• Champion Our Customers: Everything starts with the customer. We lead with empathy and build solutions that turn complex problems into seamless experiences people trust.
  

Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you.

The Legal & Privacy Stuff

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.