Customer Growth Operations Specialist

About Qover

We are Qover, a leading insurtech scale-up that has raised $100 million. With an international team of 150+ colleagues based in Brussels and beyond, we help companies orchestrate digital embedded insurance experiences — creating meaningful connections with their community and enabling their success.

About Qover

We are Qover, a leading insurtech scale-up that has raised $100 million. With an international team of 150+ colleagues based in Brussels and beyond, we help companies orchestrate digital embedded insurance experiences — creating meaningful connections with their community and enabling their success. Since Qover was founded in 2016, our co-founders have had a clear vision of the future of insurance: it must be simple, transparent, and accessible across borders — a global safety net. Our platform protects 15M+ users across 32 European countries and works with longstanding partners like Revolut, Mastercard, BMW, Canyon, and Monzo, among many others.

The Role

Qover's Customer Growth function is evolving from an operationally centric team toward one centred on strategic partner growth. This newly created role is central to that shift. The Customer Operations Associater collaborates closely with Customer Growth Managers to enable and unblock retention, expansion, and partner relationships by supporting and creating better support and intelligence processes. This is not a purely manual operations role. You'll own the day-to-day running of our existing service desk; triage, escalation management, and partner reporting. But most importantly you’ll be the driving force behind making it smarter. Early AI-driven improvements are already in motion and your job is to take ownership of that direction, working cross-functionally to mature it, and to act as the human-in-the-loop who reviews, corrects, and continuously improves what AI takes on. You'll report to the Head of Customer Growth and work closely with Customer Growth Managers, Revenue Operations along with your Data, Product and Delivery teams sitting at the centre of how partner-facing operations actually get done and how we continuously improve them.

Key Responsibilities

Improving the Service Desk Through AI (Cross-Functional)

• Own the roadmap for how AI improves our existing service desk, partnering cross-functionally to mature early-stage work (including the triage agent built out of a recent hackathon) into dependable, everyday tooling
• Act as the human-in-the-loop: review what the system handles, correct misclassifications, and feed that back to the technical teams
• Define where human judgment must stay in the loop versus where automation can safely take over, and keep that boundary under active review as our operations mature
• Be the connective tissue between teams who build and integrate our products and the operational reality of running the service desk day to day

Reporting & Data Enablement

• Own the accuracy and timeliness of recurring partner reporting (SLA reports, premium/bordereaux reports, programme performance summaries), applying the same human-in-the-loop approach as ticket triage as automation matures
• Enhance both partner reporting and Qover’s scalability by owning the reporting feedback loop among partners, risk carriers, and Qover’s internal teams. Give Customer Growth Managers the proactive insights they need to get ahead of partner risk and opportunity, enabling real-time improvements to partner programs and strategic cross-sells and upsells

Triage & Escalation Management

• Own day-to-day management of the Customer Operations service desk; ensuring tickets are triaged, prioritised, and routed to the right team with appropriate urgency
• Act as the accountable owner for cross-functional escalations, making sure nothing falls into the gap between teams
• Maintain a clear, current view of open issues, SLA status, and escalation patterns across the partner portfolio

Organisational Process Orchestration

• Look beyond your own queue: identify other manual or repetitive processes within Customer Growth and beyond to maximise efficiency as Qover scales
• Partner with Revenue Operations to ensure automation work is aligned with company-wide process design
• Track the measurable outcomes of your work and the impact on our partners and internal teams

Cross-Functional Collaboration

• Build strong working relationships across key internal teams to resolve partner issues efficiently
• Represent Customer Growth’s operational needs in relevant cross-functional forums

What We’re Looking For

Mindset

• Possess a growth mindset where feedback loops and challenges are seen as an opportunity to learn and develop new skills
• Believe that there are no sacred cows and that in building a bette