Customer Support Associate

Overview

🚕
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 Associate to join us ’re based in sunny Brighton ☀️ (sea 🌊, chips 🍟, and seagulls 🕊️ included), and our company embraces a hybrid working model
, allowing you to thrive in both collaborative office settings and the comfort of your own home 🏠. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once
, fostering a dynamic and supportive environment.

You’ll be working on re-inventing insurance in exciting markets across multiple territories including the UK 🇬🇧, US 🇺🇸, and the Netherlands 🇳🇱, with plans to expand into new European countries.

Supported by (and reporting to) the Customer Support Team Lead
, 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.

We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.

• As a Customer Support Associate you will be responsible for providing 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.
• Handle inbound calls and emails 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
• Ensure customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer
• Understand our products and use this to help answer our customer's queries
• Accurately log all information on customer policies and in-house systems
• Assist in processing renewals, mid-term adjustments, refunds and cancellations on existing insurance policies
• Identify ways to improve our customer journey, using your initiative to suggest effective solutions
• Complete administrative tasks as may be deemed necessary from time to time and provide cover for other members of staff
• Adhere to FCA and Consumer Duty guidelines
• Play an integral part of a growing team with the aim of continuing our international success

• Have a minimum of 2 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 37.5-hour shift pattern between the hours of 8 am - 6 pm Monday - Friday

• Thrive navigating ambiguity and finding clarity in uncertain situations
• Take pride in being accountable and owning your responsibilities
• Enjoy in a fast-paced environment where change happens quickly
• Are solutions-focused and driven to overcome challenges
• Embrace resilience and adapt to setbacks with a positive attitude
• Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding

Screen & Intro: 30-minute video call with the Talent Team to discuss the role and your experience.

First Interview:
You will be sent a small task and then do a 45-60 minute video call with the Customer Operations team lead and Inside Sales Manager.

Final Interview: 45 minute video call with the Head of Customer Operations and someone from the people team.

Our budget for this role is £27,000 - £30,000 and we will take into account any previous…