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: Competitive salary, health coverage, flexible remote work, and generous PTO.
- Other info: Inclusive workplace with a commitment to diversity and career growth.
- Why this job: Make a real impact by solving critical issues and leading a dynamic team.
- 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 in London 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 or across time zones. With a strong focus on mentorship and continuous improvement, Insurity empowers its employees to take ownership of their roles and contribute meaningfully to the success of our products and customers.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Product Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Lead Product Support Analyst role. A personal recommendation can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and product knowledge. Make sure you can confidently discuss Insurity products and how you've tackled complex customer issues in the past. We want to see that you can lead the charge!
✨Tip Number 3
Showcase your leadership skills! During interviews, share examples of how you've mentored team members or improved processes. We love candidates who can inspire others and drive continuous improvement in support roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Insurity.
We think you need these skills to ace Lead Product Support Analyst in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer support and technical skills. We want to see how your background aligns with the Lead Product Support Analyst role, so don’t hold back on showcasing relevant achievements!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've triaged and resolved complex issues in the past. We love seeing candidates who can demonstrate their ability to handle high-pressure situations and provide effective solutions.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to communicate your experiences and skills, as this reflects the communication style we value at StudySmarter.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure that your application gets to the right people and stands out in our system. Plus, it’s super easy to do!
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 lead a team. Prepare examples of how you've successfully coached others or handled escalations in the past. This will show that you're ready to take on the responsibilities of the role.
✨Communicate Clearly
Since communication is key in this role, practice articulating complex issues in a simple way. Be ready to discuss how you would handle customer interactions, whether via email, phone, or ticketing systems. Clear communication can set you apart from other candidates.
✨Bring Improvement Ideas
Insurity values continuous improvement, so think about ways you could enhance support processes. Prepare to share any ideas you have for reducing support dependency or improving ticketing quality. This shows initiative and aligns with their business strategy.
