Job Description
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.
Customer Support Excellence
- Tackle critical, high stakes customer issues with urgency, empathy, and professionalism, every interaction matters.
- Ensure customers receive fast, clear, and consistent support across all channels, creating seamless and positive journeys.
- Step in when the pressure is on, support the team hands-on during peak times to keep service levels strong.
Driving Operational Performance
- Keep a pulse on call queues and schedule adherence, ensuring every customer connects with help when they need it.
- Use data to spot gaps and drive system improvements across tools like Sharedo, TalkDesk, and IVR, efficiency is your domain.
- Take the lead on resolving agent-level complaints with thoughtful strategies that protect customer trust and team morale.
- Actively support wider business goals through smart execution of initiatives and corrective action plans.
Compliance and Quality Oversight
- Stay laser-focused on KPIs and help guide team efforts to hit targets and exceed expectations.
- Keep key admin processes on track, from PCL and NCD to callbacks, SDP cancellations, and compliance checks.
- Raise red flags early, proactively escalate risks or concerns to leadership for quick, effective solutions.
What you’ll need to be successful
You’re someone who has worked in Customer Support role and have been playing a big part in process efficiencies and team growth already.
You’ll be a collaborative, people-first leader who thrives in the buzz of fast-moving, ever-changing environments.
You’re a natural coach who finds real joy in sharing knowledge, lifting others up, and unlocking team potential.
You have strong analytical skills and familiarity with performance metrics and reporting.
A sharp, solutions-focused thinker who brings sound judgment and calm confidence to every challenge.
Exceptionally organised and proactive, with a data-driven mindset and a constant eye on “what can we do better?”
Energised by delivering outstanding customer experience and driven to grow and evolve within the world of customer support.
You’ve worked in a Customer Support or Claims role before and are proficient with CRM and telephony systems such as ShareDo, Intercom and TalkDesk.
Able to work in a Hybrid environment, attending the nearest office either once per week or twice per month (depending on your current set up).
What’s it like to work at Zego?
Joining Zego is a career-defining move. People go further here, reaching their full potential to achieve extraordinary things.
We’re spread throughout the UK and Europe, and united by our drive to get things done. We’re proud of our company and our culture – a friendly and inclusive space where we can lift each other up and celebrate our wins every day.
Together, we’re setting the bar higher, delivering exceptional work that makes a difference. Our people are the most important part of our story, and everyone here plays a role. There’s loads of room to learn and grow, and you’ll get the freedom to steer your career wherever you want.
You’ll work alongside a talented group who embrace each other’s differences and aren’t afraid of a challenge. We recognise our achievements, learn from our mistakes, and help each other to be the best we can be. Together, we’re making insurance matters.
How we work
We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid.
Our hybrid way of working is unique. We foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend at least one day a week in our central London office. Each team has the flexibility to choose the day that works best for them. We cover the costs for all company-wide events (3 per year) and also provide a separate hybrid contribution to help pay towards other travel costs. We think it’s a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.
Benefits
We reward our people well. Join us and you’ll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that’s just for starters.
We’re an equal-opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.
