Customer Support Associate

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, pre-pandemic based in Brighton, and currently 100% remote. You’ll be working on re-inventing insurance in exciting markets across multiple territories, including the UK, USA and the Netherlands, and new European countries and US states as we expand.

Supported by (and reporting to) the UK Customer Support 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 customers lives.

What you'll do:

As our Customer Support Associate you will play an integral part of a growing team with the aim of continuing our international success, providing our customers with top-class insurance and technical support directly via the phone, email and chat, responding to all customers in a timely, efficient, polite and professional manner. You will ensure customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer, accurately logging all information on customer policies and our in-house systems and assisting in processing renewals, mid-term adjustments and cancellations on existing insurance policies

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

We'd love to hear from you if you:

• Are passionate about delivering world class customer support
• Have previous experience working within a high performing customer support environment
• Have excellent verbal and written communication skills and are fluent in English (other languages such as French, Spanish and Dutch are a bonus)
• Are able to multitask, set priorities and manage time effectively
• Able to quickly grasp a variety of products and internal processes to help answer customer questions
• Have experience working within a regulated environment
• You are able to remotely work a 40-hour shift pattern between the hours of 9am -7pm Monday - Friday

It would be an advantage (but not a must) if you have previous experience working within a regulated environment and you know your way around Kustomer (preferable) or another customer support tool. It would also be great if you’ve helped build out a customer facing self-serve knowledge base and can bring some of that experience to the table.

Your colleagues say you:

• Are always happy to chip in
• Are a brilliant communicator and a great team player with the motivation to go above-and-beyond for for our customers and colleagues
• Have a growth mindset, are open to new ideas and embrace feedback & coaching
• Have an amazing ability to adapt to a given situation without compromising standards

What we offer

We provide a friendly and stimulating environment for everyone to grow, enjoy and thrive. Our working environment is a hybrid of remote and office based operation, depending on personal circumstances and individual and business needs.

Our budget for this role is £22-£28k and we will take into account your previous experience, skills and expertise when agreeing on the final offer.

We offer all our employees stock options and we've built a benefits package that invests in our employee’s long-term personal and professional growth and well-being. Here’s a sample of what that 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
• Flexibility to choose your own place of work
• Annual training allowance (no questions asked) and regular learning opportunities

• Monthly Flexible Wellbeing Allowance to help you stay healthy and productive

It goes without saying that we offer everyone a choice of 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

We are global team of just under a hundred people, based in the UK, US and the Netherlands, who value:

• Inclusivity, open-mindedness, and diversity
• Freedom to make long-term, high-impact decisions
• Delivering great results and having fun doing it
• The wellbeing of their teammates and the people around them

As a well-funded business at the forefront of urban mobility we are one of the fastest-growing and commercially proven Insurtech companies in the new insurance landscape. Working closely with globally recognised partners we are on a mission to change the way customers buy, and feel, about insurance, for good. Our current product is an insurance app for taxi, TLC, ride-share, private fleet and private hire drivers, enabling them to get from quote to full policy and driving in the shortest possible time with a simple click of a few buttons. We are currently live in the US, UK and NL markets and we have exciting plans to expand to new territories and add new lines of product in 2021.

Equal opportunities

We believe that having a diverse team, in which 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 dog-, child- and wheelchair-friendly, and we are a family-friendly employer.

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 during the interview.