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For Companies At a Glance
- Tasks: Provide top-notch customer support via phone, email, and chat.
- Company: Join INSHUR, a fast-growing insurance provider based in sunny Brighton.
- Benefits: Enjoy flexible working hours, 30 days holiday, and private healthcare.
- Why this job: Be part of a friendly team making a real impact in the insurance industry.
- Qualifications: Experience in customer support and excellent communication skills are preferred.
- Other info: We embrace diversity and offer a child-friendly, dog-friendly office.
The predicted salary is between 22000 - 24000 £ per year.
Overview
🚕 Are you keen to work somewhere that’s stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you! We are looking for a Customer Support Associate to join us at INSHUR. We’re based in sunny Brighton ☀️ (sea 🌊, chips 🍟, and seagulls 🕊️ included), and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home 🏠. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once, fostering a dynamic and supportive environment.
You’ll be working on re-inventing insurance in exciting markets across multiple territories including the UK 🇬🇧, US 🇺🇸, and the Netherlands 🇳🇱, with plans to expand into new European countries.
Supported by (and reporting to) the Customer Support Team Lead, you\’ll be joining a friendly team of 14 who believe in delivering a world-class service experience to differentiate INSHUR from your average Insurance company and making a real difference to our customer\’s lives.
We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.
Responsibilities
- As a Customer Support Associate you will be responsible for providing our customers with insurance and technical support directly via phone, email and chat. This role is key to INSHUR’s growth and ensures the best possible experience for our customers.
- Handle inbound calls and emails from our existing customers on a range of insurance-related queries
- Respond to all customers in a timely, efficient, polite and professional manner
- Adhere to the Customer Support Team\’s SLAs and KPI\’s
- Ensure customer satisfaction by making our customers feel like they’re dealing with a person – not an insurer
- Understand our products and use this to help answer our customer\’s queries
- Accurately log all information on customer policies and in-house systems
- Assist in processing renewals, mid-term adjustments, refunds and cancellations on existing insurance policies
- Identify ways to improve our customer journey, using your initiative to suggest effective solutions
- Complete administrative tasks as may be deemed necessary from time to time and provide cover for other members of staff
- Adhere to FCA and Consumer Duty guidelines
- Play an integral part of a growing team with the aim of continuing our international success
Qualifications & Skills
- Have a minimum of 2 years of experience working within a high-performing customer support environment
- Fluent in English (other languages such as French, Spanish and Dutch are a bonus)
- Excellent verbal and written communication skills
- Experience with Zendesk
- Experience with customer-facing Knowledge Bases is an advantage
- You are able to multitask, set priorities and manage time effectively
- Team player with the motivation to go above and beyond for our customers
- Have experience working within a regulated environment
- The ability to adapt to a given situation without compromising standards
- You are able to work a 37.5-hour shift pattern between the hours of 8 am – 6 pm Monday – Friday
You’ll Love It Here If You
- Thrive navigating ambiguity and finding clarity in uncertain situations
- Take pride in being accountable and owning your responsibilities
- Enjoy in a fast-paced environment where change happens quickly
- Are solutions-focused and driven to overcome challenges
- Embrace resilience and adapt to setbacks with a positive attitude
- Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding
What To Expect From The Process
Screen & Intro: 30-minute video call with the Talent Team to discuss the role and your experience.
First Interview: You will be sent a small task and then do a 45-60 minute video call with the Customer Operations team lead and Inside Sales Manager.
Final Interview: 45 minute video call with the Head of Customer Operations and someone from the people team.
What We Offer
Our budget for this role is £27,000 – £30,000 and we will take into account any previous experience and location of work when agreeing on the final offer.
Benefits
- We offer all our employees stock options and we will pay into your pension monthly. We\’ve also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:
- 30 days of holiday annually, plus bank holidays
- Private healthcare for you and your family, including pre-existing conditions
- Life insurance at 3x your salary
- 13 weeks parental leave at full pay for new parents
- Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax
- Ride to work scheme
- Workplace pension scheme to help you save for retirement
- Flexible working hours to suit your lifestyle
- £500 annual personal training allowance plus regular learning opportunities on a variety of topics
- £40 monthly wellbeing and WFH allowance to keep you healthy and productive
- 24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more
- Office massages to keep those shoulders relaxed
- Note: We provide everyone with a laptop, monitor, top of the range kit, and any software you need.
About Us
🚕 INSHUR is the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers. Cutting edge technology & deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.
Backed by some of the most forward thinking VC’s including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&AD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.
As a global team of around 250 people based across the US, UK, and the Netherlands, we value:
- Generosity, inclusivity, open-mindedness, and diversity
- Delivering great results and learning in the open
- Freedom to make long-term, high-impact decisions
- The wellbeing of our teammates and the people around us
- And… Enjoying the ride!
Equal opportunities
- At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.
As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We’re proud to have been recognised for Diversity and Inclusion by the British Insurance Awards.
We recognise that early-stage companies often hire people similar to the existing team—something we’ve worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.
Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.
While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.
If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.
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Customer Support Associate employer: INSHUR
Contact Detail:
INSHUR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate
✨Tip Number 1
Familiarise yourself with INSHUR's products and services. Understanding the insurance landscape and how INSHUR differentiates itself will help you answer customer queries more effectively and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Since you'll be handling various inquiries via phone, email, and chat, being articulate and friendly is key to making a positive impression during the interview process.
✨Tip Number 3
Showcase your adaptability and problem-solving skills. INSHUR values team members who can navigate ambiguity and find solutions, so prepare examples from your past experiences where you've successfully handled challenges or changes.
✨Tip Number 4
Research the company culture at INSHUR. They emphasise inclusivity and diversity, so be ready to discuss how your values align with theirs and how you can contribute to a positive team environment.
We think you need these skills to ace Customer Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially any roles involving inbound and outbound inquiries. Emphasise your communication skills and any familiarity with CRM systems.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you align with INSHUR's values. Mention specific examples of how you've gone above and beyond for customers in previous roles.
Showcase Your Adaptability: Given the fast-paced environment at INSHUR, include examples in your application that demonstrate your ability to adapt to changing situations and handle multiple challenges effectively.
Highlight Language Skills: If you speak any languages other than English, such as French, Spanish, or Dutch, be sure to mention these in your application. This could set you apart from other candidates.
How to prepare for a job interview at INSHUR
✨Show Your Passion for Customer Support
Make sure to express your enthusiasm for helping customers. Talk about any previous experiences where you went above and beyond to assist someone, as this aligns with the company's values of delivering a world-class service experience.
✨Demonstrate Adaptability
Since the role requires navigating ambiguity and adapting to changes, be prepared to share examples of how you've successfully handled unexpected situations in the past. This will show that you're a good fit for their fast-paced environment.
✨Familiarise Yourself with Their Products
Before the interview, take some time to understand INSHUR's offerings and the insurance industry. Being knowledgeable about their products will help you answer customer queries effectively and demonstrate your commitment to the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer inquiries. Think of specific scenarios where you resolved issues or improved customer satisfaction, as this will highlight your experience and initiative.
