Customer Support Associate - INSHUR (UK)

at  INSHUR

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.

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.

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