Customer Care Operations Lead - Genki

About Genki

Genki means "healthy, energetic, and full of spirit". We're a fully remote, profitable startup of about 25 people, five years in and growing steadily. We build tailored health insurance for long-term travelers like digital nomads, serving over 75,000 people in 200 countries. Our vision is to help them stay healthy wherever they go.

We're hiring a right hand for our Head of Customer Care.

The Role

Our Customer Care team is the human side of Genki. When a member is stuck in a hospital abroad, confused about a claim, or just trying to understand what they're covered for, we're the ones who pick up. The team spans several time zones, supports four insurance products, and works alongside AI-assisted support.

You'll be the second pillar of that team. You'll report directly to the Head of Customer Care and take real ownership of how the team runs day to day: its people, its quality, its knowledge, and its toughest cases. When the Head of Customer Care is away, you're the one making the calls.

This role is ideal for someone who has led or coordinated a support team, loves fixing broken processes, and gets genuine satisfaction from a member's problem being solved properly.

What You'll Do

• Lead the team day to day: Coordinate with supervisors and agents, balance workload and coverage across time zones, and be the first point of contact for operational questions.
• Develop people: Co-own monthly performance reviews, coach agents on what the data shows, and run onboarding and training for new team members.
• Own quality: Review conversations, score them against quality standards, spot patterns, and turn them into concrete improvements. This includes reviewing the quality of AI-assisted answers.
• Keep knowledge sharp: Maintain internal guidance and help-center content so it stays accurate as products, policies, and regulations change.
• Handle hard cases: Act as the escalation point for complex complaints, claims disputes, and sensitive member situations, collaborating with insurers, compliance, and engineering.
• Measure what matters: Track and report on team performance (response times, resolution, satisfaction, backlog) and proactively flag issues.
• Build the machine: Document processes, identify automation opportunities, and drive new operational initiatives such as launching new support channels.

Who We're Looking For

• Ideally available to start by 1 December 2026.
• 3+ years in customer support or customer operations, including at least 1 year leading, coordinating, or coaching a team.
• Hands-on experience with quality assurance, performance reviews, or support metrics.
• A proven process builder who identifies recurring problems, drafts solutions, and drives team adoption.
• Calm under pressure with the ability to manage upset members, complex claims, and staffing gaps simultaneously.
• Comfortable working with and improving AI-assisted support systems and help-center content.
• Excellent written English skills. Portuguese or other language capabilities are a plus.
• Strong attention to detail suitable for a regulated industry.
• Bonus: Experience in insurance, healthcare, travel, or another regulated sector.

Why This Role Is Exciting

• Real ownership: Shape how a growing support team operates with direct access to department leadership.
• Meaningful work: Assist travelers and nomads when they need support most.
• Compensation: Initial compensation up to €3,500 per month.
• Growth opportunities: Expand your responsibilities as the team and channels grow.
• Flexible remote culture: Work from anywhere with a distributed startup team primarily located across Europe and Southeast Asia.