Customer Care Operations Lead

Genki

. Lead the Customer Care team day to day .

Posted 10/12/2026full-timeRemote • Portugal, Thailand, Indonesia, Brazil, MexicoSenior💰 €3,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer care operations, with expertise in performance reviews, quality assurance, and process building. Proficient in managing complex customer situations and collaborating with cross-functional teams to enhance service delivery.

Highest-signal resume keywords

Customer Support LeadershipQuality Assurance ExperiencePerformance Review ManagementProcess-Building ExpertiseAI-Assisted Support Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportPerformance MetricsQuality StandardsOnboarding and TrainingProcess DocumentationAutomation IdentificationEscalation ResolutionData Tracking and ReportingCoaching and MentoringRegulated Industry Compliance

Soft Skills

Calm Under PressureDetail-OrientedExcellent Written Communication

Tools & Technologies

Help-Center Content ManagementAI-Assisted Support Tools

Industry Keywords

InsuranceHealthcareTravelRegulated Industry

About the role

Key responsibilities & impact

Lead the Customer Care team day to day
Coordinate with supervisors and agents and balance workload and coverage across time zones
Serve as the first point of contact for operational questions
Co-own monthly performance reviews and coach agents based on performance data
Run onboarding and training for new team members
Review and score conversations against quality standards
Identify quality patterns and improve AI-assisted answers
Maintain internal guidance and help-center content
Handle complex complaints, claims disputes, and sensitive member situations
Work with insurers, compliance, and the tech team to resolve escalations
Track and report response times, resolution, satisfaction, and backlog
Document processes, identify automation opportunities, and lead new support-channel projects
Report directly to the Head of Customer Care and make operational decisions in their absence

Requirements

What you’ll need

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
Process-building experience
Ability to remain calm under pressure and manage multiple urgent situations
Comfortable working with AI-assisted support and help-center content
Excellent written English
Portuguese or other languages are a plus
Bonus: experience in insurance, healthcare, travel, or another regulated industry
Detail-oriented, with the ability to work accurately in a regulated industry

Benefits

Comp & perks

Real ownership and direct access to the Head of Customer Care
Meaningful work helping members abroad with health insurance needs
Room to grow as the team and channels expand
Work from anywhere
Freedom to work when and where you perform best
Fully remote team, mostly in Europe and Southeast Asia