Overview

Are you keen to work somewhere that’s stimulating and friendly, with loads of opportunities for growth and plenty of freedom to make a real impact? This could be the place for you!We are looking for a Customer Support Team Lead to join us at INSHUR. We’re based in sunny Brighton and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office at least once a week, fostering a dynamic and supportive environment.You’ll be working on re-inventing insurance in exciting markets across multiple territories including the UK, US, and the Netherlands, with plans to expand into new European countries.Supported by (and reporting to) the Head of Customer Operations, you''ll be joining a friendly team of 10 who believe in delivering a world class service experience to differentiate INSHUR from your average Insurance company.We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.What you''ll do

As a Customer Support Team Lead you will be responsible for leading and developing a team of Customer Support Associates. You’ll coach, support, and motivate them to deliver exceptional service while ensuring smooth operations and continual improvement of our customer experience.Team Leadership: Guide and mentor the Customer Support team to meet SLAs and KPIs while fostering a positive, high-performing culture.Escalations and Quality: Handle complex customer calls, complaints, and quality-assurance call audits to maintain world-class standards.Knowledge Base Management: Build and maintain our self-service Knowledge Base to empower customers and reduce friction.Systems and Tools: Troubleshoot and optimise customer service platforms such as Zendesk and AWS to ensure efficient operations.Development and Support: Conduct regular 1:1s, provide career development feedback, and cover key administrative tasks when needed.We don’t have a definite checklist of skills – our hiring process is much more about aptitude and passion than ticking boxes. So don’t worry if you haven’t used a particular tool or checked off all the listed skills and experience.That said, below is a guideline of skills that we think would make you successful in this role:At least 1 year of experience in a similar team-lead or supervisory role.Fluent in English (French, Spanish, or Dutch are a plus).Excellent communication and collaboration skills.Technical proficiency with customer service tools (e.g., Zendesk, AWS) and experience managing Knowledge Bases.Strong problem-solving ability and analytical mindset. Experience working in a regulated environment.Ability to prioritise, multitask, and adapt while maintaining high standards.…these additional skills that could set you apartA natural motivator and great communicator who inspires others.Creative problem solver with curiosity and a love of learning.Demonstrated success driving continuous improvement in a fast-growing, international environment.You''ll love it here if you:

Thrive navigating ambiguity and finding clarity in uncertain situations.Take pride in being accountable and owning your responsibilities.Enjoy in a fast-paced environment where change happens quickly.Are solutions-focused and driven to overcome challenges.Embrace resilience and adapt to setbacks with a positive attitude.Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.You may not enjoy working here if:

Prefer a more structured, slow-moving environment.Feel most comfortable when tasks and processes are clearly defined from the start.Struggle with handling multiple challenges at once or adapting to frequent changes.Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.What to expect from the process:

Screen and Intro: 30-minute video call with the Talent Team to discuss the role and your experience.First Interview: 60-minute video call with the Director of Operations and People Operations Lead to delve into the role, including technical questions and team fit questions.Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Director of Customer Operations and a stakeholder to review the case study and assess role fit.We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you.What we offer

Our budget for this role is £32,500 - £35,000 and we will take into account any previous experience and location of work when agreeing on the final offer.We offer all our employees stock options and we will pay into your pension monthly.We''ve also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:30 days of holiday annually, plus bank holidaysPrivate healthcare for you and your family, including pre-existing conditionsLife insurance at 3x your salary13 weeks parental leave at full pay for new parentsWorkplace nursery scheme with Gogeta, allowing you to pay fees pre-taxRide to work schemeWorkplace pension scheme to help you save for retirementFlexible working hours to suit your lifestyle£500 annual personal training allowance plus regular learning opportunities on a variety of topics£40 monthly wellbeing to keep you healthy24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and moreIt goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need.About Us

INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers.Cutting edge technology and deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.Backed by some of the most forward thinking VC’s including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MSandAD, we have secured over $70 million in funding as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.As a global team of around 250 people based across the US, UK, and the Netherlands, we value:Commitment to ensuring fairness, transparency, and good outcomes for customersGenerosity, inclusivity, open-mindedness, and diversityDelivering great results and learning in the openFreedom to make long-term, high-impact decisionsThe wellbeing of our teammates and the people around usAnd… Enjoying the ride!Equal opportunities

At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We’re proud to have been recognised for Diversity and Inclusion by the British Insurance Awards.We recognise that early-stage companies often hire people similar to the existing team—something we’ve worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.

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