At a Glance
- Tasks: Lead and elevate customer support while solving operational challenges in a fast-paced environment.
- Company: Napo, a pet insurance startup dedicated to caring for pets and their owners.
- Benefits: Stock options, hybrid work, generous leave, health insurance, and personal growth budget.
- Other info: Join a supportive team culture focused on transparency and collaboration.
- Why this job: Make a real impact on pet owners' experiences and drive meaningful change.
- Qualifications: 3+ years in customer operations with strong leadership and data-driven skills.
The predicted salary is between 38475 - 47025 £ per year.
Our Mission
Napo started with a dog. Our founder JP struggled to get decent insurance for his dachshund, Napoleon, as he got older. When Napoleon passed away, JP built the company he wished had existed, one that actually looks after pets and the people who love them. That's still the whole point. We offer lifetime cover up to £16,000 a year, free 24/7 vet video calls through FirstVet, and we pay vets directly so owners aren't stuck managing bills while their pet's unwell. We're proud to be a Which? Best Buy, rated Defaqto 5-star and Excellent on Trustpilot, and we back that up where it counts too, with a 95% claim acceptance rate and most claims settled within 5 days. We're a small team building something people notice. Everyone at Napo owns real problems and sees their work go live fast, no bureaucracy, no waiting around for six people to sign off. If you want to do work that changes how pet owners experience insurance, and see the impact within weeks not years, we'd love to hear from you.
About the Role
We are looking for an experienced Customer Support Lead with a strong operational and insurance background to help lead, scale, and elevate our customer support function. This is not a traditional customer support management role. We are looking for an operational problem-solver who thinks in data, builds robust KPI models, and proactively identifies and fixes root-cause inefficiencies before they scale. You understand that exceptional support drives long-term retention, and you take ownership of reducing customer churn through high-touch service and smart process improvements. You will balance hands-on delivery with strategic leadership: you’ll spend part of your time on the front lines (handling customer queries across chat, email, and phone) to stay grounded in the customer experience, using those direct insights to build better team strategies, workflows, and operational standards.
If you thrive in fast-paced, autonomous startup environments and take instinctual ownership over performance and team development, this role is for you.
Who You Are (Requirements)
- Operational & Insurance Experience: A minimum of 3+ years of people management experience in customer operations within the insurance industry. You understand operational mechanics and compliance, not just script management.
- Proven Track Record in Customer Retention: You have experience in managing customer retention strategies, mitigating churn risks, handling policy cancellation flows, and turnaround conversations to protect customer lifetime value.
- Proven People Management: Demonstrated success in directly managing a team, inspiring, supporting, and holding individuals accountable while fostering high performance, growth and resilience.
- Instinctive KPI & Data Ownership: You don't wait for data to be presented to you; you build performance models, establish operational metrics, and use data to proactively spot bottlenecks, backlogs, and workflow inefficiencies.
- AI-Empowered & Efficiency-Driven: You proactively adopt and integrate AI tools into daily workflows and team practices. You continuously seek ways to leverage technology to drive operational efficiency without sacrificing quality, accuracy, or human touch.
- Problem-Solver with Action Orientation: Highly autonomous with a positive "can-do" mindset. You identify friction points and bring proposed solutions and implementation plans to the table without waiting for top-down direction.
- Balanced Execution Focus: Comfortable working on the front lines when needed, but driven to move beyond comfort zones in execution to deliver strategic, long-term operational improvements.
- Exceptional Communicator: Positive, articulate, and resilient. You can inspire and motivate a team during high-volume periods, collaborate cross-functionally, and communicate clear requirements across departments.
What You’ll Do
- Team Leadership & Accountability: Manage and deliver consistent, actionable feedback, mentor, and develop a team of Customer Champions, holding regular 1:1s, performance reviews, and coaching sessions. Drive high engagement, resilience, and accountability, building a positive team culture rooted in Napo’s core values. Oversee team scheduling, capacity planning, and resource allocation to match demand patterns.
- Operational Rigour & Data-Driven Strategy: Build, maintain, monitor and report on support KPI frameworks (CSAT, SLA adherence, First Response Time, Resolution Rates, and Handle Times). Analyse ticket and contact data to identify operational bottlenecks, frequent customer pain points, and systemic process failures. Translate data insights into actionable, cross-functional solutions, optimising workflows, improving knowledge bases, and streamlining contact channels.
- Hands-On Support & Continuous Improvement: Spend time directly supporting customers via chat, email, and phone, maintaining a high standard of empathetic service. Leverage your time on the front lines to gather ground-level feedback, test new internal tooling, and refine team processes. Ensure regulatory compliance (FCA principles, treating customers fairly) across all customer interactions and team documentation.
What We Offer
- Everyone is an owner at Napo; you will receive stock options on day 1
- Hybrid work environment (for now, we love to have people in the office two days per week - we have a friendly office in central London)
- Generous leave policy (25 days annual holidays + bank holidays + your birthday as an additional day off)
- All the equipment you need to do your best work
- Budget for personal growth and training
- Some of our other benefits:
- BUPA health insurance with YuLife app
- Unlimited GP video consultations (via Bupa Blua Health)
- Pension scheme
- Napo pet insurance for your pet(s)
Our Core Values
- Be candid and authentic: We bring our true selves to work - who we wholly are. We are transparent and are not afraid to share information with each other - good and bad news.
- Trust and care for each other: We trust each other to do the right thing. We are not afraid to make mistakes, and we ask for help when we need it. We encourage each other; when people struggle, we help them.
- Do the right thing: We are fair to our customers, and we care about the well-being of their pets. When facing difficult decisions, we put ethics above profits. We always act in the best interest of the company.
- Optimise for impact: We are always looking for the most impactful thing to work on. We take responsibility, and we’re problem solvers - holding ourselves and others accountable. Nothing is somebody else’s problem; we are collaborative and always jump in to help where needed.
Customer Support Lead in London employer: Napo
Join an innovative pet insurance company that values its employees and fosters a collaborative work culture. With a hybrid work model based in central London, you will enjoy the flexibility of remote work while being part of a dynamic team dedicated to driving financial excellence. The company offers competitive stock options and ample opportunities for professional growth, making it an excellent employer for those looking to make a meaningful impact in the insurance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Napo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Napo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Napo:Your cover letter is your chance to shine! Tell us why you want to work at Napo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Napo!
How to prepare for a job interview at Napo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
