Customer Support Manager
7 days ago
**Customer Support Manager**:
- You’ll be responsible for the activities that drive our customer support operation.
- We run customer support from 9.00am - 6pm, Monday to Sunday.
- This position may involve working a shift pattern including weekend work.
**Location**:London, UK / Hybrid** We are on a mission to deliver proactive precision healthcare through insurance. We’re looking to make life that much healthier and fairer for each person living with chronic disease. Life insurance is our business - and we’re doing that business differently.
**Benefits** We are offering a competitive salary alongside an attractive equity package that reflects our early-stage business.
**The Role** We are looking for a Customer Support Manager to provide frontline support and assist our customers with any queries they have when purchasing and using our products. We need a professional whose ultimate goal is to provide exceptional customer experiencesby handling questions, comments and complaints as needed. To be successful in this role, you’ll need to be a good listener, and an excellent communicator who is understanding and can quickly earn customers' trust. You will help establish the reputation ofBluezone and exude the company’s culture and mission.
**Skills Required**:
- 3+ years of Customer Support experience - or similar customer-facing support role
- Passionate about providing outstanding customer service
- Excellent communication and verbal skills
- Quick learner
- understanding new procedures and systems
- Excellent organisational skills and an enthusiastic approach to problem-solving
- Patience and empathy when handling tough cases
- An avid ambassador that will promote Bluezone’s values and mission as the company’s first point of contact to our customers
- Strong ability to work under pressure and a willingness to work in a fast-paced, growing business environment
- Knowledge around life insurance is a plus, but not essential
- Familiarity with Type 2 Diabetes and medical information is a plus, but not essential
**Responsibilities - include but not limited to**:
- Provide exceptional customer support
- Respond to customer queries in a timely and accurate manner
- Identify customer needs and help them with administration and support as needed
- Follow up with customers to ensure their issues are resolved
- Inform customers about new features, functionalities and offerings
- Monitor customer engagement on social media and reach out to provide assistance if needed
- Help create processes to escalate customer issues in line with regulatory requirements to improve our service levels
- Gather customer feedback and share with our Product and Marketing teams to continually improve our service - such as feature requests
- Support Product team by helping with QA - identify and report on potential system issues
- Keep our customer database up to date with detailed customer correspondence
- Provide a Customer Support report to share highlights with the team in our weekly Monday meeting
**Compensation**
- £36,000 per annum - reviewed annually
- Attractive options package (EMI)
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