Customer Support Associate

🚕 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! In 2023, ABI was acquired by INSHUR, the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers. We are looking for a Customer Support Specialist here at ABI, based in Dallas, TX. You’ll be working for a busy Commercial Insurance Brokerage that specializes in the "for hire" transportation industry, which includes taxicab, limousine, and rideshare TNC APP based companies. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Dallas office at least 3 days a week, fostering a dynamic and supportive environment. You’ll be working with an international team with hubs in New York City 🗽, Westlake, CA ⛰️, Dallas, TX ⭐, UK 🇬🇧, and the Netherlands 🇳🇱 who are re-inventing insurance. Supported by (and reporting to) the Customer Support Team Lead you'll be joining a friendly team of 5 who believe in delivering fast, reliable service while keeping things simple for our insureds. We work collaboratively, stay curious, and always look for ways to improve the customer experience.  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 Our Period X product is a niche insurance program designed specifically for fleet operators with unique compliance and operational needs. As a PX Customer Support Specialist, you will support insureds with specialized fleet coverage needs. This is a non-traditional insurance role—there are no brokers or call center scripts. Instead, you’ll work directly with insureds via our Zendesk ticketing system, helping them stay compliant, navigate policy requirements, and manage their coverage in a fast-paced environment. You’ll become an expert in PX policy guidelines and play a key role in reducing cancellations, handling reinstatements, and ensuring timely updates to vehicle and rental records. You’ll be working on:  Supporting insureds by managing tickets through Zendesk and handling mid-term policy changes like vehicle updates, cancellations, and reinstatements. Ensuring compliance by reviewing policy details and escalating cases to Underwriting when needed. Use internal tools to process updates, track activity, and guide customers on billing, coverage, and documentation. Work closely with Underwriting, Billing, and Ops teams to resolve issues and improve support workflows and processes. 🎯 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: Customer Support Expertise: Proven success in a contact center environment, delivering empathetic and efficient solutions across phone, chat, and email channels. Organised & Accurate: You manage tickets efficiently, staying within SLAs and avoiding errors. Customer-Focused: You support insureds clearly and calmly, even in tricky situations. Proactive: You spot issues early and help prevent policy cancellations. Great Communicator: Strong written and verbal communication. Collaborative: You work smoothly with internal teams to keep things moving. Improvement-Minded: You suggest simple ways to make processes better. … these additional skills that could set you apart Experience in insurance, customer support, or policy servicing. Experience with ticketing platforms like Zendesk (preferred). Comfort navigating policy admin systems or CRMs. Experience working directly with insureds (not via brokers). Familiarity with commercial auto or niche insurance products (a plus). Bilingual in Spanish (a plus). 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 & Intro: 30-minute video call with the Talent Team to discuss the role and your experience. Case Study: A short take home task  First Interview: 60-minute video call with the Head of Customer Support and Customer Support Lead to delve into the role and review your task, including technical questions and an opportunity for you to ask questions. Final Interview: 45-60 minute video call with the Head of Customer Support and People Partner to assess team fit and answer any questions you might have.  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 flexible 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. 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: 🌴 25 days of holiday (+5 days after 5 years), 5 sick days and 8 federal holidays 🩺 Medical, dental and vision health insurance plans 🛡️ Life insurance, short-term, and long-term disability benefits  🍼 13 weeks fully paid parental leave for all new parents, regardless of your gender 💵 401(k) with 4% company match 🚉 Commuter Benefits 🕐 Flexible working hours to fit your lifestyle 📚 $650 annual training allowance & learning opportunities 🧘‍♀️ $50 monthly wellbeing and home setup allowance 📞 24/7 Employee Assistance Program and mental health benefits It 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 the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers. 💡Cutting edge technology & 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 off the most forward thinking VC’s including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&AD, 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: 🤝 Generosity, inclusivity, open-mindedness, and diversity 🏆 Delivering great results and learning in the open 🎯 Freedom to make long-term, high-impact decisions 💙 The wellbeing of our teammates and the people around us And… 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, color, 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. ⏰ 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.