Remote | Full-time
? Genki means "healthy, energetic, and full of spirit". That's us.
? We're a fully remote, profitable startup of about 25 people, five years in and growing steadily.
? We build tailored health insurance for long-term travelers like digital nomads, serving over 75,000 people in 200 countries.
? Our vision is to help them stay healthy wherever they go.
? We're hiring a right hand for our Head of Customer Care.
The role
Our Customer Care team is the human side of Genki. When a member is stuck in a hospital abroad, confused about a claim, or just trying to understand what they're covered for, we're the ones who pick up. The team spans several time zones, supports four insurance products, and works alongside AI-assisted support.
You'll be the second pillar of that team. You'll report directly to the Head of Customer Care and take real ownership of how the team runs day to day: its people, its quality, its knowledge, and its toughest cases. When the Head of Customer Care is away, you're the one making the calls.




This role is idóneo for someone who has led or coordinated a support team, loves fixing broken processes, and gets genuine satisfaction from a member's problem being solved properly.
What you'll do
• Lead the team day to day. Coordinate with supervisors and agents, balance workload and coverage across time zones, and be the first point of contact for operational questions.
• Develop people. Co-own monthly performance reviews, coach agents on what the data shows, and run onboarding and training for new team members.
• Own quality. Review conversations, score them against our quality standards, spot patterns, and turn them into concrete improvements. This includes reviewing the quality of our AI-assisted answers.
• Keep our knowledge sharp. Maintain our internal guidance and help-center content so it stays accurate as products, policies, and regulations change.
• Handle the hard cases. Be the escalation point for complex complaints, claims disputes

📌 Customer Care Operations Lead (México)
🏢 Genki
📍 México