Customer Assistance Team Lead (Entry Level)

Where will your career take you next? Let’s find out together.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

In this role you will play a key role in guiding a dedicated group of coordinators who support travelers during some of their most critical moments. You’ll navigate urgent and complex cases and make meaningful decisions that directly influence customer outcomes. You’ll coach and develop team members, drive quality and performance, and help shape a collaborative, supportive environment where people can grow and thrive. If you’re motivated by problem‑solving, leadership, and making a real difference for customers and colleagues alike, this is an opportunity to lead with purpose and impact.

• Oversee daily workflow to ensure indirect reports meets service level agreements and delivers timely support
• Manage and track cases, ensuring progress and proactive redistributing of workload to ensure urgent cases receive immediate assistance
• Utilize decisions making authority with limits of up to $50,000 to prevent delays in critical or emergent cases
• Provide individual performance feedback and coaching through one-on-one meetings to Assistance Coordinators
• Conduct quality reviews and audits on case, and assist leadership with employee evaluations and corrective actions
• Gather performance reporting for productivity, quality, error rates, and attendance to recommend improvements
• Provide continuance training on new products, accounts, systems, and processes with team
• Manage and resolve escalated issues, support rush requests, and assist team with challenge cases and client situations
• Continue to support and performance Assistance Coordinator duties, as needed, to stay current on department processes and maintain operational knowledge
• Adhere to HIPAA and PII regulations to protective sensitive information throughout the lifecycle of each case
• Perform other duties as assigned

What skills and experience you’ll bring on this journey:

• High school diploma or equivalent
• Strong communication skills and customer service experience.
• Ability to multi-task and stay organized
• Ability to critically think and respond to emergent situations and remain calm under high pressure situations
• Prior leadership experience is a plus.
• Availability to work 8pm-6am with weekend rotations

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.  

 

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey. 

 

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home. 

 

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

 

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme. 

 

Investing in your health and your future. We offer a competitive high-deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.  

 

Diversity and inclusion. We respect who you are and