Process Engineer (Service Operations)

About the Company

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

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?  

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.

• 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 .