At a Glance
- Tasks: Lead a global support team and enhance customer experience across innovative platforms.
- Company: Join UnderwriteMe, a dynamic Insurtech company transforming the insurance landscape.
- Benefits: Enjoy 25 days leave, private healthcare, gym membership, and a supportive work culture.
- Other info: Be part of a diverse team that values your unique contributions and supports your growth.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: 5+ years in app support management with strong leadership and operational skills.
The predicted salary is between 60000 - 75000 £ per year.
We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products.
What you will be doing
- You will lead our App Support team, with members located in the UK, Singapore and Australia. You will oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
- You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
- You will represent Support as an enablement team; working closely with Product, Customer Success and Engineering teams to ensure great customer experience whilst operations remain standardised, streamlined and efficient.
- You will own our incident process, creating and maintaining the definitions, catalogs and alerting in Incident.IO.
- You will be a member of the Operations management team, making decisions that help us execute against the strategy, as well as deciding where to make investments in our Support Model.
- You bring fresh perspective on Support, leveraging your experience and new technologies to improve our responsiveness to customers, boost productivity and build out a best-in-class SaaS support operating system.
What type of person fits the role
- You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
- You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling.
- You are familiar with AI tools and have used them to optimise workflows or make knowledge management more extensible.
- You thrive on solving customer and operational problems and can move easily between high-level and low-level details, using experimentation to help your decision-making.
- You have a growth mindset. You respectfully challenge the status-quo. You are continually looking to improve yourself and your team.
- You actively seek out and give feedback and do this in a way that builds strong relationships with your team and peers.
- You think about working iteratively, using experiments and data to drive how you make decisions.
- You thrive in a fast-paced environment with large amounts of uncertainty. You are comfortable working to transform an organisation, accepting this means that everything is not working perfectly today.
Role requirements
Essential
- 5 years+ experience leading, coaching and managing global support teams
- Exceptional leadership, communication and stakeholder management skills
- Strong operational mindset supporting customers in an SLA-driven environment
- Deep expertise configuring and optimising Jira Service Management (preferred), HubSpot, Zendesk or ServiceNow platforms
- Proven experience building dashboards, insights and reports from support data
- Proven experience implementing and managing Incident processes
Nice to have
- SaaS App Support experience - you know what good B2B service looks like
- Chatbot/AI-assistive tool configuration experience
- Engineering or coding expertise (e.g. Scripting, Python, SQL)
About UnderwriteMe
UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible.
Working for UnderwriteMe
Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance. You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance. Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes. Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities.
Benefits (Only for Permanent and Fixed Term Employees)
- 25 days of annual leave with option to buy/sell more days
- Adoption and fertility leave
- Generous enhanced parental leave
- Comprehensive private insurance coverage for employee and dependents
- Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
- Optical benefits
- 15% combined employee/employer contributions
- Subsidized gym membership
- Access to Employee Assistance Program
- Cycle to Work and Electric Car Salary Sacrifice Scheme
- Time off for volunteering
- Charitable matching of employee donations
You Can Be Who You Are
We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.
Application Support Manager employer: Pacific Asset Management, LLC
UnderwriteMe is an exceptional employer located in London, offering a vibrant work culture that values innovation and collaboration. Employees benefit from a comprehensive range of perks, including generous leave policies, private healthcare, and wellness initiatives, all while being part of a dynamic team dedicated to transforming the insurance industry through technology. With a strong commitment to employee growth and community involvement, UnderwriteMe fosters an environment where individuals can thrive both personally and professionally.
Contact Details:
Pacific Asset Management, LLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pacific Asset Management, LLC. 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 Pacific Asset Management, LLC 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 Application Support Manager
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 Pacific Asset Management, LLC:Your cover letter is your chance to shine! Tell us why you want to work at Pacific Asset Management, LLC 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 Pacific Asset Management, LLC!
How to prepare for a job interview at Pacific Asset Management, LLC
✨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.
