Senior Customer Success Executive

2 weeks ago

City Of London UK, Central London, United Kingdom Superscript Full time

About the role

As the Senior Customer Success Executive here at Superscript, you will play a crucial role in helping shape and execute our customer service operations strategy.


The ideal candidate will be an enthusiastic Customer Success expert, who will be responsible for providing exceptional customer service experiences to our clients.


This role involves handling enquiries, resolving customer complaints, ensuring customer satisfaction and completing business critical checks.


You will ensure efficient and effective customer service delivery, handle escalated customer issues, and implement strategies to improve customer satisfaction and retention.


What you'll get up to:

  • Handle escalated customer inquiries, complaints, and complex issues in a timely and satisfactory manner.
  • Investigate root causes of customer problems and implement corrective actions to prevent recurrence.
  • Liaise with other departments to resolve customer issues that require cross-functional collaboration.
  • Provide the team support at times of high volume or absence to ensure customer experience impact is mitigated and SLAs are met.
  • Foster a culture of continuous learning and development within the customer success/service team.
  • Encourage knowledge sharing and cross-training to build a versatile and skilled workforce.


About you:

  • Proven experience in a customer success role, from within the insurance industry or related field preferred.
  • In-depth knowledge of insurance products, policies, and regulations.
  • The ability to inspire and motivate teams.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with proficiency in data analysis and process improvement methodologies.
  • Adept in technology (various systems will be used).
  • Commitment to delivering exceptional customer experiences and driving customer satisfaction.


In return, we offer you:

  • A competitive salary and the opportunity to grow at one of the UK's leading insurtechs
  • An amazing team and founders, supportive board and investors
  • 25 days holiday - so there’s plenty of time for work, rest and play
  • Hybrid way of working for the perfect work / life balance
  • Vitality private health and dental insurance
  • Great pension (up to 10% on top of your salary)
  • Full access to Spill, our mental health platform
  • Cycle to work scheme
  • Latest Apple tech gear & everything you need to be set up for success
  • Fun, modern and informal office environment with regular team social events ‍♀️
  • Central London location

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