At a Glance
- Tasks: Lead the resolution of complex customer issues and mentor your team.
- Company: Join Insurity, a forward-thinking company focused on innovation and support.
- Benefits: Enjoy a competitive salary, health coverage, and flexible remote work options.
- Other info: Be part of a diverse team that values inclusion and growth.
- Why this job: Make a real impact by solving critical issues and driving improvements.
- Qualifications: 7+ years in support or consultancy, with strong leadership and technical skills.
The predicted salary is between 62000 - 97000 £ per year.
Lead the triage and resolution of complex customer issues across Insurity products. Coordinate daily support activities, drive ticketing quality, and serve as escalation point for critical incidents while mentoring team members.
Key Responsibilities
- Lead triage of incoming tickets and identify billable work.
- Provide day‑to‑day support and troubleshoot medium‑to‑high complexity customer issues.
- Escalate and resolve system and platform failures that block quoting, binding, or issuance.
- Communicate clearly with customers via email, ticketing, and phone when required.
- Assist team with urgent binding, issuance, endorsement, and renewal issues.
- Troubleshoot complex policy, rating, premium, tax, and fee discrepancies.
- Act as escalation point for large, high‑touch accounts.
- Manage non‑standard, case‑specific exceptions.
- Coordinate fixes across systems, configurations, and integrations in partnership with other teams.
- Handle targeted user‑access issues that impact production.
- Update workflow management system and assist with quality audits.
- Administer the knowledge base and encourage participation.
- Lead or participate in functional root‑cause analysis, coaching teammates.
- Contribute continuous‑improvement ideas to reduce support dependency.
- Support monitoring and delegation of work from queues.
- Mentor and train team members to handle complex issues independently.
- Stay up to date on industry trends, Insurity products and design changes.
- Work with other departments to submit customer feedback on tickets.
- Communicate with product development to improve design and address problems.
- Provide flexible coverage across time zones as needed.
- Demonstrate effort, persistence, and speed in delivering results aligned with business strategy.
- Prepare the team for new customer go‑lives.
- Perform other duties as assigned.
Qualifications
- 7+ years of support, development, or consultancy experience, with 3+ years on the assigned products.
- Bachelor’s degree in a related field or equivalent work experience.
- Hands‑on team leader who can own escalations, coach others, and drive improvement.
- Organized, adaptable, and able to manage multiple priorities.
- Comfortable working independently and collaboratively.
- Strong process and documentation skills.
- Solid technical skills: Microsoft Word, Excel, PowerPoint, SQL, programming logic; web‑based troubleshooting tools a plus.
- Deep knowledge of Insurity products from both insurance and technical perspectives.
- AINS 101 or AINS 103 certifications (nice to have).
Benefits & Compensation
- Salary range: £62,000 – £97,000 per annum, depending on experience and qualifications.
- Comprehensive health coverage and employer‑matched retirement savings start on day one.
- Annual Open PTO policy.
- Flex First Workforce allows fully remote opportunities for qualifying roles.
Equal Employment Opportunity
Insurity is proud to be an equal opportunity employer. We are committed to creating an inclusive workplace and provide reasonable accommodations for applicants with disabilities. We value diversity and actively promote equity and inclusion throughout our organization.
Lead Product Support Analyst employer: Insurity
Insurity is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary range of £62,000 – £97,000 per annum along with comprehensive health coverage and a flexible Open PTO policy. Our inclusive work culture fosters collaboration and innovation, allowing team members to thrive in a supportive environment while working remotely, making it an ideal place for those seeking meaningful and rewarding careers in the insurance technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Product Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Insurity or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to product support and customer service. We recommend role-playing with a friend or using mock interview platforms to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've triaged and resolved complex issues in the past. This will demonstrate your ability to handle the responsibilities of a Lead Product Support Analyst.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates directly from us, making it easier to stay in the loop.
We think you need these skills to ace Lead Product Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Lead Product Support Analyst role. Highlight your relevant experience, especially in triaging and resolving complex customer issues. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific experiences that demonstrate your ability to mentor others and handle escalations effectively.
Showcase Your Technical Skills:Don’t forget to highlight your technical skills in your application. We’re looking for someone with solid knowledge of Microsoft tools, SQL, and web-based troubleshooting. Make sure these stand out!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Insurity
✨Know Your Stuff
Make sure you have a solid understanding of Insurity products and the common issues customers face. Brush up on your technical skills, especially in SQL and web-based troubleshooting tools, as these will likely come up during the interview.
✨Showcase Your Leadership Skills
As a Lead Product Support Analyst, you'll need to demonstrate your ability to mentor and coach others. Prepare examples of how you've successfully led teams or resolved escalations in the past, highlighting your problem-solving skills and adaptability.
✨Communicate Clearly
Since communication is key in this role, practice articulating complex ideas simply and clearly. Be ready to discuss how you would handle customer interactions, especially in high-pressure situations, to show that you can maintain professionalism and clarity.
✨Bring Improvement Ideas
Think about ways to enhance support processes or reduce dependency on support. During the interview, share any continuous improvement ideas you have, as this shows you're proactive and committed to driving positive change within the team.
