🧡 Coverflex

Work changed. Pay didn’t.

Coverflex exists to make compensation work for everyone.
Pay is still rigid, fragmented, and hard to feel.
We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more.

Our platform is simple for HR and meaningful for employees.
We provide choice, smarter compensation tools and empowerment.

⚙️ TL;DR (The Essentials)

Role: Insurance Specialist
Seniority Level: Intermediate
Type: Individual Contributor
Languages: Portuguese (main) / English (required)
Main Tools: Notion, Slack, Lluni, Zendesk, insurer platforms
Location: Portugal
Contract Type: Permanent
Compensation:

• Base Salary: €30.000-€35.500

• Equity: Yes – Stock Options under our Equity Incentive Plan

• Benefits: check them below (at the end of the page)

💥 Your Impact

You’ll manage a portfolio of insurance clients, ensuring a high-quality experience across operations and relationship management.

Your mission is to retain customers, resolve complexity, and improve how insurance operations scale at Coverflex.

You’ll know you’re successful when, after 90 days, you’ve:

• Built strong, trust-based relationships with your client portfolio

• Reduced operational backlog and improved response times

• Handled cases with high accuracy and reliability

• Identified opportunities to improve processes and efficiency

What are the main KPIs / Goals for this position for the next 3 to 9 months?

1. Building strong client relationships and acting as a trusted point of contact

2. Reduction of the insurance operations backlog

3. Supporting scalability and operational efficiency within the insurance function

4. Increased efficiency in case management and resolution

5. Customer retention & relationship management, ensuring high levels of client satisfaction and long-term engagement

How will we measure the hired candidate success for each KPI / Goal?

1. Backlog reduction & efficiency: Measured through the evolution of backlog volume, number of cases handled, and resolution rates over time.

2. Accuracy & process reliability: Assessed through error rates, rework levels, and internal quality checks.

3. Process improvement & scalability: Assessed based on the identification and implementation of improvements, as well as their impact on efficiency and team performance.

4. Customer retention & satisfaction: Measured through client retention rates, feedback (CSAT/NPS if applicable), and overall client portfolio stability.

⚡ Reality Check – What Makes This Role Hard

Let’s be real, this role sits at the intersection of operations, client expectations, and external dependencies.

This role can be challenging due to the combination of operational complexity, client expectations, and the need to manage multiple stakeholders simultaneously.

One of the main challenges will be handling a high volume of requests while maintaining accuracy and quality, especially in a context where backlog may exist. Balancing speed and precision in insurance processes is critical.

Additionally, the role requires managing client expectations in sensitive situations, such as claims, coverage issues, or service limitations from insurers, which can sometimes lead to frustration. Strong communication and problem-solving skills are essential.

Another challenge is navigating dependencies with external partners (e.g., insurers), where response times and processes are not always fully controlled internally.

Finally, the role demands continuous prioritization and adaptability, as processes evolve and the team scales, requiring a proactive mindset to improve workflows and drive efficiency.

👤 You

Must-haves

→ Certification or licensing as an insurance broker/agent

→+5 years of relevant experience in the insurance sector (brokerage, insurer, or large account management)

→ Senior profile, with high autonomy and ability to manage a portfolio strategically

→Fluency in English (mandatory), with strong professional communication skills (both written and spoken)

→ Experience managing corporate/enterprise clients (preferred)

Nice-to-have

• Experience in fast-paced or high-growth environments

• Familiarity with digital insurance platforms or insurtech solutions

🧬 Your DNA

• Ownership mindset: you take responsibility for outcomes, not just tasks.

• Customer-centric: you build trust and handle sensitive situations with empathy and clarity.

• Detail-oriented: you understand that accuracy is critical in insurance operations.

• Problem-solver: you don’t escalate problems by default — you work through them.

• Structured: you can handle volume without losing control or quality.

• Improvement-driven: you look for ways to make processes faster, better, and more scalable.

You’ll probably find this frustrating if…

• You are reactive instead of proactive

• You overlook details or struggle with accuracy

• You avoid difficult customer conversations

• You struggle to prioritize in high-pressure environments

• You resist process improvements or operational structure

👥 Manager & Team

Meet Your Manager

Hiring Manager: Sara Moreira — Insurance Lead
Location: Portugal
LinkedIn Profile: https://www.linkedin.com/in/sara-moreira-5b8b86104/

Profile Snapshot:

• Energy: Calm, supportive, and trust-driven

• Communication: Clear, transparent, and open

• Feedback Style: Honest, constructive, and focused on growth

How to work with me — in the Manager's own words:

“Working with me means having a high level of trust and autonomy. I don’t believe in micromanagement — I value responsibility and commitment, and I give people the space to own their work.

At the same time, I’m supportive and approachable, always prioritising people’s well-being and creating an environment where they can perform at their best.”

Your Team

You’ll work day-to-day with:

• Miguel Franco - https://www.linkedin.com/in/jomifranco/

• Carolina Balinha - https://www.linkedin.com/in/carolinabalinha/

• Pedro Sousa - https://www.linkedin.com/in/pedro-sousa-ba743b185/

• Ricardo Chula - https://www.linkedin.com/in/ricardo-soares-chula-04572494/

Key Stakeholders:

• Placement

• Customer Success Managers

• Insurance Ops

• KAMs & Sales

💜 Access & Belonging (Equal Opportunity)

We hire for impact and potential, not pedigree.
We welcome applications from people with non-linear careers, career breaks, caregiving gaps, and those changing fields.

No discrimination on the basis of age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation, or any other protected ground.

📬 Application Clarity

No cover letter required.
Apply with your CV.
You may be asked a few short, relevant questions.

🧩 Hiring Stages (What to Expect, Why & How Long)

1. CV / LinkedIn Screen — Signal check vs must-haves
You’ll hear from us within 7 business days.

2. Hiring Manager Interview - Mindset deep-dive • 45–60 min

3. Cultural Interview - With People • 30 to 45min

5. Final Conversation (CEO / C-Level) — Values, strategy, and your growth • 30–45 min

Optional: References (2–3 people who’ve seen your recent work) - async.

🤖 AI & Hiring Tools Transparency

We use a few tools to reduce bias and improve documentation, not to make hiring decisions.

Every application is reviewed by a human.
No decision or rejection is made by AI.

⏱️ Speed & Communication

Decision: within 4 weeks of your application.

Updates: weekly if the process runs longer.

Scheduling: interviews between 10:00–16:00 CET (flexible across Europe).

Feedback: from the Case stage onwards, you’ll always receive written or verbal feedback - what went well, and what to strengthen next time.