Customer Support Associate

Job Description

About the Role

Title: Customer Support Associate

Location: Brighton England GB

Job Description:

Are you keen to work somewhere that’s stimulating and friendly with countless 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 Associate here at INSHUR; based in our Brighton office in a hybrid split of office and WFH. You’ll be working on re-inventing insurance in exciting markets across multiple territories, including the UK, New York and Netherlands, and new European countries and US states as we expand.

Reporting to the Customer Operations Manager, you’ll be joining a friendly team of 14 who believe in delivering a world-class service experience to differentiate INSHUR from your average Insurance company and making a real difference to our customer’s lives.

Requirements

What you’ll do

As our Customer Support Associate, you will provide our customers with insurance and technical support directly via phone, email and chat. This role is key to INSHUR’s growth and ensures the best possible experience for our customers.

We don’t have a checklist of skills – our hiring process is much more around aptitude and passion so don’t worry if you’ve not used a particular tool or checked off all the skills and experience listed below.

That said, below is a guideline of skills for you to take a look at that we think would make you successful in this role:

Handle inbound calls, chat and email from our existing customers on a range of insurance-related queries

Respond to all customers in a timely, efficient, polite and professional manner

Adhere to the Customer Support Team’s SLAs and KPI’s

You will ensure customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer

Have a thorough understanding of our products and use this to help answer our customer’s queries

Accurately log all information on customer policies and our in-house systems

Assist in processing renewals, mid-term adjustments and cancellations on existing insurance policies

Identify ways to improve our customer journey, using your initiative to suggest effective solutions

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 a minimum of three years of experience working within a high-performing customer support environment

Fluent in English (other languages such as French, Spanish and Dutch are a bonus)

Excellent verbal and written communication skills

Experience with Zendesk

Experience with customer-facing Knowledge Bases is an advantage

You are able to multitask, set priorities and manage time effectively

Team player with the motivation to go above and beyond for our customers

Have experience working within a regulated environment

The ability to adapt to a given situation without compromising standards

You are able to work a 40-hour shift pattern between the hours of 8 am – 6 pm Monday – Friday

Your colleagues say you:

Are passionate about delivering world-class customer support

You’re a great team player and a brilliant communicator

Growth mindset, open to new ideas, embrace feedback & coaching

Benefits

What we offer

We provide a friendly and stimulating environment for everyone to grow, learn and thrive. We operate in a hybrid environment and we encourage a flexible way of working to adapt to personal circumstances and individual and business needs.

Our budget for this role is between 24,000 and 28,000/year and we will take into account your previous experience 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 employee’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

13 weeks full pay parental leave regardless of your gender

Flexible working hours

Annual training allowance and regular learning opportunities

Monthly flexible wellbeing allowance to help you stay healthy and productive

It goes without saying that we provide everyone with a laptop, monitor, top-of-the-range kit and any software you need.

Where possible, we will cross-train and/or focus on what interests you, whether it’s Marketing and Sales or Product and Engineering.

About Us

INSHUR is the leading provider of insurance across North America and Europe that satisfies the diverse needs of on-demand drivers.

With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber and Amazon, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house expertise.

As a global team of around 200 people based across the US, UK and the Netherlands, we value:

Generosity, inclusivity, open-mindedness and diversity

The delivery of great results and learning in the open

Freedom to make long-term, high-impact decisions

The wellbeing of their teammates and the people around them

Enjoying the ride

We completed our B1 funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.

Equal opportunities

We believe that having a diverse team where everyone can be their authentic self is the key to our success. We encourage people from underrepresented backgrounds to apply and we don’t discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. Our office, when open, is child-friendly, dog-friendly and fully wheelchair-accessible.

While this position is advertised as full-time, we are flexible on the specific arrangements for the right candidate and would be happy to discuss part-time, job-share or other flexible arrangements if required. Let us know in your application if you have accessibility requirements for your interview..