Senior Customer Success Executive

Superscript

Superscript

Customer Service, Sales & Business Development
London, UK
Posted on Thursday, June 20, 2024
Customer Operations · London

Senior Customer Success Executive

If you're an enthusiastic Customer Success expert, with experience of providing exceptional customer service to clients, we'd like to hear from you! 🚀

About the role

As the Senior Customer Success Executive here at Superscript, you will play a crucial role in helping shape and execute our customer service operations strategy.

The ideal candidate will be an enthusiastic Customer Success expert, who will be responsible for providing exceptional customer service experiences to our clients.

This role involves handling enquiries, resolving customer complaints, ensuring customer satisfaction and completing business critical checks.

You will ensure efficient and effective customer service delivery, handle escalated customer issues, and implement strategies to improve customer satisfaction and retention.

What you'll get up to:

  • Handle escalated customer inquiries, complaints, and complex issues in a timely and satisfactory manner.

  • Investigate root causes of customer problems and implement corrective actions to prevent recurrence.

  • Liaise with other departments to resolve customer issues that require cross-functional collaboration.

  • Provide the team support at times of high volume or absence to ensure customer experience impact is mitigated and SLAs are met.

  • Foster a culture of continuous learning and development within the customer success/service team.

  • Encourage knowledge sharing and cross-training to build a versatile and skilled workforce.

About you:

  • Proven experience in a customer success role, from within the insurance industry or related field preferred.

  • In-depth knowledge of insurance products, policies, and regulations.

  • The ability to inspire and motivate teams.

  • Excellent communication and interpersonal abilities.

  • Analytical mindset with proficiency in data analysis and process improvement methodologies.

  • Adept in technology (various systems will be used).

  • Commitment to delivering exceptional customer experiences and driving customer satisfaction.

In return, we offer you:

  • A competitive salary and the ability to grow your career at the UK’s leading Insurtech 🚀
  • An amazing team and founders, supportive board and investors 🤗
  • 25 days holiday - so there’s plenty of time for work, rest and play 🏖
  • Hybrid way of working for the perfect work / life balance 🏡
  • Vitality private health and dental insurance 🏥
  • Great pension (up to 10% on top of your salary) 💰
  • Full access to Spill, our mental health platform 🗣
  • Cycle to work scheme 🚲
  • Latest Apple tech gear & everything you need to be set up for success 🍏
  • Fun, modern and informal office environment with regular team social events 👯‍♀️
  • Central London location 🏙
Department
Customer Operations
Locations
London
Hybrid/on-site
Hybrid
Contact Derrick Smart Talent Manager – People and Talent

About Superscript

Insurance should be a smooth ride, not a hop, skip and a jump. That's where we come in.

We’re Superscript, an insurance broker for small businesses, sole-traders, landlords and high-growth tech firms. As the first UK-based insurtech to become a Lloyd’s of London broker, we offer advisory and broking services, alongside a fully self-serve online platform.

Our proprietary machine-learning technology and unique multi-carrier model streamlines service and delivery – regardless of risk complexity, geography or industry.

London

Customer Operations · London

Senior Customer Success Executive

If you're an enthusiastic Customer Success expert, with experience of providing exceptional customer service to clients, we'd like to hear from you! 🚀

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