Customer Support Associate

Inshur; England; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

A fast-growing insurance provider is seeking a Customer Support Associate in Brighton. This role involves providing technical and insurance support to customers via various communication channels. Candidates should possess a minimum of 2 years in customer support, excellent English skills, and experience with tools like Zendesk. The company fosters a hybrid working culture, ensuring its staff enjoys flexibility while maintaining team collaboration. Exceptional problem-solving and communication skills are crucial for success in this position.

Benefits

30 days of holiday annually

Private healthcare for you and your family

Life insurance at 3x your salary

Flexible working hours

£500 annual personal training allowance

24/7 Employee Assistance Program

Qualifications

• Minimum of 2 years of experience in a high-performing customer support environment.
• Fluent in English; other languages (French, Spanish, Dutch) are a bonus.
• Ability to manage time effectively.

Responsibilities

• Provide customers with insurance and technical support via phone, email, and chat.
• Handle inbound calls and emails from existing customers on insurance-related queries.
• Log all information on customer policies and in-house systems.

Skills

Customer support experience

Fluent in English

Excellent communication skills

Experience with Zendesk

Ability to multitask

Team player

Experience in regulated environment

Job description

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 at INSHUR. We’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.

Responsibilities

• Providing customers with insurance and technical support directly via phone, email and chat; ensuring the best possible experience for customers.

• Handling inbound calls and emails from existing customers on a range of insurance-related queries

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

• Adhering to Customer Support Team SLAs and KPIs

• Logging all information on customer policies and in-house systems

• Assisting in processing renewals, mid-term adjustments, refunds and cancellations on existing policies

• Identifying ways to improve the customer journey and suggesting effective solutions

• Completing administrative tasks and providing cover for other team members

• Adhering to FCA and Consumer Duty guidelines

• Playing an integral part of a growing team with the aim of continuing international success

Qualifications & Skills

• Minimum of 2 years of experience in a high-performing customer support environment

• Fluent in English; other languages (French, Spanish, Dutch) are a bonus

• Excellent verbal and written communication skills

• Experience with Zendesk

• Experience with customer-facing knowledge bases is an advantage

• Ability to multitask, set priorities and manage time effectively

• Team player with motivation to go above and beyond for customers

• Experience working within a regulated environment

• Ability to adapt to given situations without compromising standards

• Ability to work a 37.5-hour shift pattern between 8 am – 6 pm, Monday to Friday

What you’ll love

• Thrive navigating ambiguity and finding clarity in uncertain situations

• Accountability and owning responsibilities

• Fast-paced environment with change happening quickly

• Solutions-focused and driven to overcome challenges

• Resilience and adaptability with a positive attitude

• Intellectual curiosity and willingness to learn and improve

What you may not enjoy

• Prefer a structured, slow-moving environment

• Need clearly defined tasks and processes from the start

• Struggle with handling multiple challenges or frequent changes

• Rigidly sticking to a defined role and not contributing beyond

What to expect from the process

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

First Interview: A small task followed by 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 a member of the people team.

What we offer

Salary range for this role is £27,000 – £30,000, with final offer based on experience and location. We offer stock options and pension contributions. Our benefits package includes:

• 30 days of holiday annually, plus bank holidays

• Private healthcare for you and your family, including pre-existing conditions

• Life insurance at 3x your salary

• 13 weeks parental leave at full pay

• Workplace nursery scheme with Gogeta (pre-tax fees)

• Ride to work scheme

• Workplace pension

• Flexible working hours

• £500 annual personal training allowance

• £40 monthly wellbeing and WFH allowance

• 24/7 Employee Assistance Program

• Office massages

• Laptop and monitor provided

About Us

INSHUR is the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers. We use cutting-edge technology and deep insurance know-how to service on-demand drivers, with embedded insurance solutions and technology integrations for platforms such as Uber, Amazon, Bolt, FREENOW and OLA (since 2016).

We are a global team of around 250 people across the US, UK, and the Netherlands, valuing generosity, inclusivity, and delivering great results while giving people freedom to make high-impact decisions.

Equal opportunities: We believe in a diverse team and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. Our team as of July 2024 includes 43% women, 26% from BAME/BIPOC backgrounds, and 13% LGBTQ+. We represent 30+ nationalities and have been recognised for Diversity and Inclusion by the British Insurance Awards. Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.

While this position is advertised as full-time, we’re flexible on arrangements like part-time or job-sharing for the right candidate. If you need adjustments during the interview process, please let us know and we’ll accommodate.