Customer Support Team Lead - INSHUR (UK)

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 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 friends.

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 analyse complex issues and provide compelling solutions
• Demonstrable 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 revolutionary offering for on demand drivers, keeping premiums affordable and delivering results for partners. 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.

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.

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 our teammates and the people around us

And… Enjoying the ride!

Equal opportunities

We believe that having a diverse team where everyone can be their authentic self is the key to our success. We are passionate about equal opportunities and improving the tech industry for the better, so we encourage people from underrepresented backgrounds to apply. 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 offices, when open, are 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 and we will do our best to accommodate.