Senior SME Insurance Customer Success Leader

Superscript; Glasgow; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Vitality private health and dental

Pension and salary sacrifice

Mintago (financial wellbeing)

Spill mental health platform

Cycle to work

Regular team social events

Job summary

Superscript is seeking a Customer Success Specialist to deliver exceptional client experiences within a fast-paced SME insurance environment. You will handle complex interactions, resolve escalations, and help evolve customer service strategies in collaboration with underwriting and operations.

Ideal candidates thrive on problem solving, continuous improvement, and customer advocacy, ensuring high service standards and timely responses across channels.

Qualifications

• Proven experience in a Customer Success, Customer Service, or Client Support role.
• Analytical thinker with data-driven decision making.
• Excellent communication and customer-first mindset.

Responsibilities

• Manage escalated customer inquiries, complaints, and complex cases with professionalism.
• Identify root causes and implement long-term solutions.
• Collaborate cross-functionally with underwriting and operations to resolve challenges.
• Provide hands-on support during peak periods to meet SLAs and customer standards.
• Analyze processes to identify inefficiencies and drive improvements.

Skills

Customer Success

Customer Service

Client Support

Analytical Thinking

Job description

Superscript is seeking a Customer Success Specialist to deliver exceptional client experiences within a fast-paced SME insurance environment. You will handle complex interactions, resolve escalations, and help evolve customer service strategies in collaboration with underwriting and operations.

Ideal candidates thrive on problem solving, continuous improvement, and customer advocacy, ensuring high service standards and timely responses across channels.