Customer Support Team Lead - INSHUR (UK)
INSHUR, United Kingdom
Job Description
Are you keen to work somewhere that’s stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you!
We are looking for a Customer Support Team Lead to join us at INSHUR; we are based in sunny Brighton (sea, chips and seagulls included) and we split our working between home and the office (hybrid working) which typically includes working from our Brighton office at least twice a week.
You’ll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US and the Netherlands, and new European countries as we expand.
Reporting to the Customer Operations Manager, you'll be joining a friendly team of 15 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company.
We’ve got a great team in place and are proud of our culture (check out our Glassdoor reviews). We value high performance and care deeply about making INSHUR feel like a place where everyone is building something really special, that we can all be proud of, and doing it with talented colleagues.
What you'll do
As our Customer Support Team Lead you will manage a team of Customer Support professionals, providing guidance, support, and coaching to ensure they are supported in the roles and delivering the best possible customer service.
We don’t have a definite checklist of skills - our hiring process is much more about aptitude and passion than ticking boxes. So don’t worry if you’ve not used a particular tool or checked off all the listed skills and experience.
That said, below is a guideline of skills that we think would make you successful in this role.
- Lead a team of Customer Support Associates to ensure world class customer service whilst adhering to the Team’s SLA’s and KPI’s.
- Handle escalated customer calls and complaints
- Help to manage and create for our Knowledge Base to support our goal to allow our customers to self-serve
- Conduct team 1:1 meetings and development conversations
- Be responsible for quality assurance call audits
- Troubleshoot and problem solve issues with existing systems, such as Zendesk, to ensure smooth and efficient customer service operations
- Undertake other administrative tasks as may be deemed necessary from time to time and provide cover for other members of staff
- Play an integral part of a growing team with the aim of continuing our international success
We'd love to hear from you if you:
- Have at least 1 years experience in a similar role
- Fluent in English (other languages such as French, Spanish and Dutch are a bonus)
- Excellent communication and collaboration skills
- Technical proficiency with tools and applications relevant to customer service operations, such as Zendesk, AWS, and other customer service software
- Experience building and managing customer-facing Knowledge Bases
- Strong problem-solving skills, with a proven ability to analyze complex issues and provide compelling solutions
- Demonstable experience working in a regulated environment
- You are able to multitask, set priorities and manage time effectively
- The ability to adapt to a given situation without compromising standards
Your colleagues say you:
- A great communicator and an excellent motivator, a real people person
- A creative problem solver
- Analytical and naturally curious
- A continual learner
What we offer
Our budget for this role is 32,000 - 35,000 and we will take into account any previous experience and location of work when agreeing on the final offer.
We offer all our employees stock options and we will pay into your pension monthly. We've also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:
- 30 days of holiday annually in addition to bank holidays
- Private healthcare scheme for you and your family
- Life Insurance
- Up to 13 weeks of parental leave at full pay, regardless of your gender
- Flexible working hours
- Annual personal training allowance and regular learning opportunities
- Monthly flexible wellbeing allowance to help you stay healthy and productive
- Access to Employee Assistance Program
It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need.
About Us
INSHUR is the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers.
Cutting edge technology underpins our revoluti