Customer Care Operations Lead

Remote | Full-time

🌱 Genki means "healthy, energetic, and full of spirit". That's us.

🚀 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 our quality standards, spot patterns, and turn them into concrete improvements. This includes reviewing the quality of our AI-assisted answers.
• Keep our knowledge sharp. Maintain our internal guidance and help-center content so it stays accurate as products, policies, and regulations change.
• Handle the hard cases. Be the escalation point for complex complaints, claims disputes, and sensitive member situations, working with insurers, compliance, and the tech team to get them resolved.
• Measure what matters. Track and report on team performance (response times, resolution, satisfaction, backlog) and flag problems before they grow.
• Build the machine. Document processes, find automation opportunities, and take ownership of new projects, 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. You know the difference between a team that looks busy and a team that's doing well.
• A process builder. You see the same problem twice and start writing the fix, then make sure people actually use it.
• Calm under pressure. You can handle an upset member, a stuck claim, and a staffing gap on the same afternoon without dropping any of them.
• Comfortable working with AI-assisted support and help-center content, and curious about making both better.
• Excellent written English. Portuguese or other languages are a plus.
• Bonus: experience in insurance, healthcare, travel, or another regulated industry.
• Detail-oriented. We're in a regulated industry and we have to get the details exactly right.