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Customer Support Team Lead
2 months ago
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 support team, you will be responsible for leading a team of customer support professionals, providing guidance, support, and coaching to ensure they are equipped to deliver world-class customer service.
Key Responsibilities- Lead a team of customer support associates to ensure exceptional customer service while meeting team 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 handle customer inquiries.
- Perform quality assurance call audits to ensure high-quality customer service.
- Troubleshoot and resolve issues with existing systems, such as Zendesk, to ensure smooth and efficient customer service operations.
- Undertake administrative tasks as required and provide cover for other team members.
- At least 1 year of experience in a similar role, preferably in the insurance industry.
- Fluent in English (additional languages such as French, Spanish, and Dutch are an asset).
- Excellent communication and collaboration skills.
- 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 a proven ability to analyze complex issues and provide effective solutions.
- Demonstrable experience working in a regulated environment.
- Ability to multitask, set priorities, and manage time effectively.
- A competitive salary of £32,000 - £35,000, depending on experience and location.
- Stock options and a monthly pension contribution.
- A comprehensive benefits package, including private healthcare, life insurance, and parental leave.
- Flexible working hours and a laptop, monitor, and software to support your work.
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, and we're committed to creating a diverse and inclusive team that values generosity, inclusivity, and open-mindedness.
