Customer Support Team Lead

3 days ago

Brighton, Brighton and Hove, United Kingdom INSHUR Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at INSHUR. As a key member of our customer operations team, you will be responsible for leading a team of customer support professionals to deliver world-class customer service and support.

Key Responsibilities
  • Lead a team of customer support associates to ensure excellent customer service and adherence to SLAs and KPIs.
  • Handle escalated customer calls and complaints, providing timely and effective resolutions.
  • Contribute to the development and maintenance of our knowledge base to support customer self-service.
  • Conduct regular team meetings and development conversations to ensure team members are equipped to deliver exceptional customer service.
  • Perform quality assurance call audits to ensure high standards of customer service.
  • Troubleshoot and resolve technical issues with existing systems, such as Zendesk, to ensure smooth customer service operations.
  • Undertake administrative tasks as required and provide cover for other team members.
Requirements
  • At least 1 year of experience in a similar role, preferably in the insurance industry.
  • Fluent in English, with additional languages such as French, Spanish, and Dutch being an asset.
  • Excellent communication and collaboration skills, with the ability to work effectively in a team environment.
  • Technical proficiency with customer service software, such as Zendesk, AWS, and other relevant tools.
  • Experience building and managing customer-facing knowledge bases.
  • Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
  • Demonstrable experience working in a regulated environment.
  • Ability to multitask, prioritize tasks, and manage time effectively.
About INSHUR

INSHUR is a global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers. We use cutting-edge technology to deliver innovative insurance solutions, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions and complementary technology integrations, we've been helping drivers stay on the road since 2016.

We value diversity, inclusivity, and open-mindedness, and we're passionate about equal opportunities. We believe that having a diverse team where everyone can be their authentic self is key to our success. We're committed to improving the tech industry for the better and encourage people from underrepresented backgrounds to apply.

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