Cover Genius · 1 month ago
Senior Complaints Manager
Cover Genius is a Series E Insurtech that protects global customers of major digital companies. The Senior Complaints Manager will lead a team of Complaints Specialists, ensuring accurate and timely responses to customer complaints while collaborating with various stakeholders to enhance complaint resolution processes.
Artificial Intelligence (AI)FinanceFinTechProperty & Casualty InsuranceFinancial ServicesInsuranceInsurTech
Growth OpportunitiesUnicorn with $1.9B valuation
Responsibilities
Own the Americas Framework: Run the day-to-day complaints process for the US. You are responsible for ensuring the team hits every regulatory deadline (including NAIC and state-specific mandates) with 100% technical accuracy
Analysis & Drafting: You will critically analyze policy terms and claim documentation to ensure determinations are sound and defensible. You will be responsible for drafting communications to regulatory authorities, translating intricate insurance concepts and fact patterns into clear, professional narratives that resolve regulatory inquiries
Advanced Process Management: Make critical business decisions by breaking down complex cases and backing your reasoning with advanced analysis. You will define which projects the team prioritizes and set aggressive timelines to reach regional goals quickly
Lead through Team Leads: Manage and develop a growing team by leading your Team Leads by example. You will personally step in to resolve the toughest customer issues, ensuring your team consistently delivers at an elite level
Systemic Root Cause Remediation: Lead Remediation Activity by identifying systemic failures that impact multiple customers. You will drive the necessary changes to our infrastructure to prevent these issues from recurring
Drive Improvement Insights: Partner with QA and Training teams to turn complaint data into actionable insights. You will identify service gaps and use our internal feedback loops to improve global training and customer outcomes
AI-Augmented Leadership: Mentor your team in using our AI-augmented toolstack to increase capacity and unblock technical hurdles, ensuring that technology handles the routine so your people can focus on high-judgment work
Report the Ground Truth: Provide data-backed updates to leadership regarding regional risks, prioritizing transparency and "ground truth" over generic status updates
Qualification
Required
8 + years of experience in dispute resolution or complaints management within a high-growth financial services or insurtech environment
Demonstrated experience navigating US state-specific adjuster licensing requirements and ensuring licensed complaint handling across multiple jurisdictions
You are a disciplined lead who knows how to execute a global process perfectly on the ground in a regulated market
You are tech-native and comfortable using AI-driven tools to automate routine drafting and data sorting. You look for ways to use technology to remove 'busy work' from your team's plate
You enjoy working with QA and Training teams to turn 'problems' into learning opportunities for the wider business
Deep familiarity with US insurance regulations and experience communicating directly with state Departments of Insurance (DOI)
You use metrics as a diagnostic tool to monitor team performance and identify where to deploy fixes
Benefits
Flexible Work Environment - Our teams are hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.
Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.
Our People are not Perfect, Traditional, Complacent or Cautious
Social Initiatives
Company
Cover Genius
Embedded protection and insurance platform for digital companies.
Funding
Current Stage
Late StageTotal Funding
$345.09MKey Investors
Spark CapitalDawn CapitalSompo Holdings
2026-07-14Series Unknown· $100M
2024-05-15Series E· $80M
2022-11-01Series D· $70M
Leadership Team
Angus McDonald
Co-Founder and CEO
D
Daniel Chavenson
Senior Vice President, Insurance
Recent News
Deutsche-Startups.de
2026-08-18
2026-08-14
Beinsure: Insurance, Reinsurance & InsurTech Media
2026-08-08
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