Product Operations Analyst



Job Description




At CoverWallet we are determined to revolutionize the insurance industry! We launched in 2015 and since then we are the leading digital platform for contracting insurance for small and medium-sized companies. Thanks to state-of-the-art technology and meticulous design we have turned insurance management and processing into a simple, fast and convenient process for our clients. All online, in minutes!


Our passion is in delivering innovation and value creation through technology, and our mission is to become the world’s leading InsurTech. For this, we have built an incredible team of ~800 people based in New York, Spain, Poland and Singapore. Success is guaranteed as we are part of Aon, the global leaders in risk, retirement and health solutions with 50,000 colleagues worldwide. We combine the mindset and culture of a high-growth startup with the backing and support of a global multinational. The best of both worlds in one company - what more could we ask for?




As a Product Operations Analyst, you will work in our global Product Operations team, troubleshooting and responding to product issues reported by front-line employees using our global digital insurance platform. This role will be instrumental in ensuring the right team structure and processes are established to meet and exceed product support SLAs and deliver a world-class experience to our front-line employees.


You will work as part of a rapidly growing team in a fast-paced environment, supporting and improving the experience of front-line employees using our platform. In this capacity, you will interface and collaborate with a wide set of stakeholders including Product, Engineering, Operations, Sales, and Business teams. This is a unique opportunity to help establish and lead a highly responsive and scalable Product Operations team at CoverWallet.


You will receive a competitive salary and work in a highly collaborative environment. We are a fast-paced, rapidly growing firm that is the perfect place for a goal-oriented, hardworking individual who is looking to make a large-scale impact. We expect massive growth over the next few years, which means you can expect plenty of opportunities to learn and advance your career.




We are looking for an individual who can work collaboratively to:

  • Deliver exceptional product support to front-line employees using our platform
  • Define product support metrics and SLAs, and configure and maintain appropriate tracking systems
  • Identify and document steps needed to reproduce platform issues
  • Escalate tickets requiring product and engineering input with the appropriate level of urgency and close the loop upon resolution
  • Work with Product, Sales, and Operations teams to maintain comprehensive internal documentation about our platform
  • Identify opportunities to improve user experience to decrease future training needs and support volume
  • Participate in user-acceptance testing for new products and features
  • Regularly share support metrics and product feedback with the Product team




  • Bachelor’s degree and 2+ years of product/technical support experience
  • Experience working in Salesforce or with Salesforce Administration is preferred
  • Exceptional troubleshooting and problem-solving skills
  • Ability to multitask and prioritize issues across multiple channels (chat, email, tickets)
  • Ability to learn new technologies and keep up-to-date on a rapidly changing platform
  • Self-motivated and resourceful, with a strong ability to work autonomously
  • Experience working with and configuring tracking systems such as Jira
  • Experience with monitoring software and business intelligence tools is a plus
  • Experience with Looker to query data, validate data accuracy, identify error sources, and draw meaningful insights
  • Willingness to roll up your sleeves and get things done
  • Comfortable working in a fast-paced and dynamic environment
  • Strong written and verbal communication skills





At CoverWallet you will have the opportunity to be a key player in the transformation of one of the largest industries and in one of the most developed digital markets in the world. You will work in a cutting-edge tech environment, alongside a super powerful and diverse global team. Join us and build your own career plan in one of the world's leading companies, tailored to your dreams and aspirations! And just for good measure…


  • Competitive salary based on your background and experience, and a variable annual bonus set according to your goals
  • Enjoy flexible working hours and find out your ideal way of working thanks to our smart work model: full remote or hybrid, it’s up to you!
  • Perks package consisting of a Company-paid Life, Accident Insurance and Medical Cover with free dental care. Complement your benefits with our flexible compensation plan (tickets restaurant, transport card, daycare checks, external training and even a Pension Scheme!)
  • Carry on with your training thanks to your additional budget of 1,500€ per year to finance training courses, certifications, books or any teaching aids that will help you continue to grow professionally
  • Enjoy a lot of offers and save on your purchases thanks to our discount platform (BigPocket) on your favorite brands (travel, fashion, technology, leisure...)
  • 23 paid vacation days per year, plus 2 additional personal days and 2 wellbeing days to focus on your own health and prioritize self-care :)
  • Great offices in Madrid, Valencia and Sevilla, where you will find all the coffee, drinks, snacks and fruit you want. Come and enjoy all the activities we do, both inside and outside the office (hackathons, meetups, tech talks, code katas and much more!)




This role must be located in MADRID, Spain, so to be considered for the role you must be located in Spain or hold a Valid Permit to work in Spain.