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For Companies At a Glance
- Tasks: Lead and empower a team to deliver exceptional customer support and resolve complex queries.
- Company: Join Zego, a top disruptor in the insurance industry, driving innovation for new enterprises.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on continuous improvement and team development.
- Why this job: Make a real impact by enhancing customer experiences and developing your team's skills.
- Qualifications: Experience in customer support and strong coaching abilities.
The predicted salary is between 35000 - 45000 £ per year.
About Zego
Zego is empowering new enterprises with insurance solutions fit for the 21st century. We are building an insurance platform from scratch, driving innovation in the industry whilst supporting the growth of new mobility and the gig economy. In 2018, we were listed as one of the top 3 disruptors to watch on the Sunday Times Fast Track 100 and one of Wired magazine's 5 hottest startups in London. We aim to be the largest and best-loved provider of insurance solutions for new enterprises - and we want you on board!
We are now looking for a passionate and knowledgeable Support Senior to join our Customer Experience team and help drive operational excellence, team development, and an outstanding customer journey.
Role Overview
As a Support Senior, you will serve as a subject matter expert in both Zego's products and customer service processes. You'll play a pivotal role in coaching support executives, resolving complex queries, and ensuring consistent performance standards. Working closely with Team Leaders, you will be instrumental in developing team capability and driving continuous improvement in service delivery.
What you'll be doing
- Coaching & Team Empowerment
- Be the go-to expert for complex or sensitive customer challenges; your insight drives confident resolutions.
- Inspire growth through regular coaching, 1 to 1 sessions, call listening, and QA feedback that builds skill and confidence.
- Lead meaningful performance check-ins that fuel team development and align with individual needs.
- Capture and log coaching insights and QA results in TalkDesk within 24 hours, ensuring clarity, accountability, and action.
- Champion smart workload management by balancing inbound demand and assigning cases to drive team efficiency dual goals.
- Tackle critical, high stakes customer issues with urgency, empathy, and professionalism; every interaction matters.
- Ensure customers receive timely and accurate information regarding their queries.
Senior Customer Support Executive | London, UK employer: Zego
Contact Detail:
Zego Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Executive | London, UK
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Zego and its products. Show that you're not just another candidate; demonstrate your passion for their mission and how you can contribute to their customer support excellence.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to coaching and team empowerment. Use examples from your past experiences to highlight your skills and how they align with the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Zego team.
We think you need these skills to ace Senior Customer Support Executive | London, UK
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer support shine through! We want to see how much you care about helping others and making a difference in their experience.
Tailor Your CV: Make sure your CV is tailored to the role of Senior Customer Support Executive. Highlight relevant experience and skills that align with what we’re looking for, especially in coaching and resolving complex queries.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate clarity, so make it easy for us to see why you’d be a great fit!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Zego
✨Know Zego Inside Out
Before your interview, dive deep into Zego's mission and values. Understand their products and how they fit into the gig economy. This knowledge will not only impress your interviewers but also help you articulate how your skills align with their goals.
✨Showcase Your Coaching Skills
As a Senior Customer Support Executive, you'll be expected to coach others. Prepare examples of how you've successfully mentored team members in the past. Highlight specific situations where your coaching led to improved performance or customer satisfaction.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss complex customer issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will showcase your ability to handle high-stakes situations with empathy and professionalism.
✨Prepare Questions That Matter
Interviews are a two-way street. Prepare thoughtful questions about Zego's customer support strategies and team development initiatives. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.