About Cover Genius Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world’s largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales. Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth. 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, siloed, hesitant

About the Role
As Team Lead, Support (Claims Submission), you will lead a team of frontline agents in Uruguay and own the quality and outcomes of the claims submission domain. You will run quality for your team, turn ticket data into insight for the business, and make sure technical issues in your domain are raised, tracked and resolved with the right technical and external teams. You will work closely with other Customer Ops functions as part of our shift to a leaner, tech enabled model that puts quality ahead of volume. You will have a high degree of autonomy and will be accountable for results against general processes and KPIs.

Key Responsibilities
• Team Leadership: Lead, coach and develop frontline agents and senior team members, with strong results on quality, CSAT, SLA and productivity.
• Quality Ownership: Run quality for your team, including QA reviews, calibration, coaching from findings, and tracking of reopen rate, replies per ticket and cross team reviews.
• Domain Expertise and Insight: Be the go to expert for your ticket types. Analyse contact reasons, partner trends and root causes, and share regular insights and recommendations with the business.
• Technical Issue Ownership: Own all technical issues in your domain. Identify, document, prioritise and escalate them to technical teams, and follow up until they are resolved.
• External and Technical Stakeholders: Communicate with partners, external parties and technical functions (such as Engineering, Product and Process Engineering) on issues, fixes and timelines.
• Cross Functional Collaboration:



Work with other Customer Ops teams and the Configuration Team on shared processes, Zendesk routing, partner exceptions and knowledge base requests in Guru.
• Process and Knowledge: Make sure the team follows standard processes, and raise Guru requests so guidance stays accurate and consistent.
• Operational Execution: Manage team workload, backlog and coverage to meet service levels, with agents rather than the lead working tickets.
• Change and Transformation: Drive adoption of new tools, automation and process changes, including the single cancellations process and the new team structure.
• Team Culture: Build a high performance, accountable team that learns from feedback. What you will bring
• 4+ years in customer support, including 1 to 2 years leading frontline agents.
• Proven experience owning quality, including QA frameworks, calibration and coaching to results.
• Strong analytical skills, with the ability to turn ticket and partner data into clear insights and recommendations.
• Experience raising and driving technical issues to resolution with technical, product or external teams.
• Strong knowledge of Zendesk and QA or workforce tools, and experience with process rollout and change management.
• Strong written and verbal communication with senior and technical stakeholders.
• Comfortable working autonomously and making decisions in a global, distributed environment.
• Fluent in English and Spanish. Other languages are a plus. What you will have
• Lift quality and service levels in claims submission (first response, resolution time, reopen rate).
• Set up and run a quality programme for the team.
• Create a regular domain insights and technical issues report for the business.
• Establish clear escalation routes with technical and external teams.
• Support the rollout of the new structure, the single cancellations process and Guru. Eligibility &

Requirements:
• Tenure: Minimum of 1 year of employment at Cover Genius.
• Leadership

Experience:
Proven experience managing a team.
• Performance & Standing: Must currently be in good organizational standing,



with a track record of strong performance and high quality scores over the past 6 months.
•

Location:
Based in Uruguay.
• Communication: Please notify your direct manager prior to submitting your application. Please note: Depending on application volume, we may not be able to interview every applicant. Applications close on Friday, November 6, 2026, at 5:00 PM (Uruguay Time). ? Why Cover Genius? At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world’s oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn’t just disrupt legacy insurance; we make the impossible feel effortless.
Our operating principles guide our mission:
• Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar.
• Act with accountability: We own our commitments and take pride in delivering results that move us forward.
• Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day.
• Inspire each other: We push each other to think bigger and pull together to go further.
• Champion our customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust.
• Flexible Work Environment
- Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.
• Don't just take our word for it
- hear about our culture straight from our people here: story time. 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.

📌 Team Lead, Support (Montevideo)
🏢 Cover Genius
📍 Montevideo