Experienced Customer Support Lead – Insurance and Benefits Platform

Join careerzynith, a pioneering insurance and retirement benefits platform, as we revolutionize the way companies provide benefits to their employees. As our Customer Support Lead, you'll play a pivotal role in shaping the support experience for both employer and employee users, driving growth, and ensuring seamless customer interactions.

• *About careerzynith**

careerzynith is making insurance and retirement benefits as accessible as modern software. Our mission is to make insurance and benefits more delightful to this generation of employees. We power benefits for hundreds of companies and thousands of employees from some of the most exciting and progressive employers in Europe. careerzynith was started in 2022 and has raised €20m from Europe's top technology investors, including Eurazeo, EQT Ventures, Northzone, Frontline, and angels, including Job Van Der Voort of Remote, Romain Huet, formerly of Stripe, now Open AI, and David Clarke, formerly of Workday.

• *Role Overview**

As our Customer Support Lead, you'll have a direct impact on our customers, product, and growth. This role spans multiple facets of the support journey, offering you the opportunity to combine strategic thinking with hands-on execution to build scalable operations and high-quality customer interactions. You'll collaborate closely with the Customer Success team, Benefits team, and Platform Product team to deliver a seamless customer experience.

• *Key Responsibilities**

• Manage employer and employee support operations, ensuring prompt and effective resolution of queries across channels (email and chat)
• Configure, maintain, and continuously improve our helpdesk tools, tailoring workflows for efficiency and internal and external user experience
• Collect, analyse, and report on support metrics, including contact rate, response speed, resolution time, and CSAT, to drive performance improvements
• Design and refine support workflows and SOPs (some of them involving other teams) that promote efficiency, consistency, and alignment; actively incorporate automation and AI-driven solutions where appropriate
• Oversee the creation and maintenance of self-service resources, including FAQs, video tutorials, and contextual product tooltips
• Develop a quality assurance assessment framework to evaluate support interactions and establish a foundation for continuous improvement
• Define support OKRs and execute performance reviews with data and strategic insight
• Surface structured and contextualised customer feedback and identify opportunities for product enhancements

• *Essential Qualifications**

• Experience building or scaling customer support operations, ideally in a startup or high-growth and constantly evolving environment
• Strong sense of ownership and initiative; comfortable making decisions and setting direction in ambiguity
• Empathetic and people-centric, with a sharp eye for detail and a systems thinker's mindset
• Assertive and clear in communication (internally and externally) and know how to advocate for the customer
• Experience with helpdesk tools, workflow automation, and AI-driven solutions

• *Preferred Qualifications**

• Experience working in a startup or high-growth environment
• Knowledge of insurance and retirement benefits industry
• Experience with customer success and product development
• Familiarity with European employment laws and regulations

• *Skills and Competencies**

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Experience with project management and workflow automation tools
• Strong understanding of customer support principles and best practices
• Ability to work independently and as part of a team

• *Career Growth Opportunities and Learning Benefits**

• Opportunity to shape a function from the ground up and drive growth
• Collaborative and dynamic work environment with a team of passionate professionals
• Access to training and development opportunities to enhance your skills and knowledge
• Flexible working hours and remote work options
• Annual company-wide offsite and dedicated team offsite

• *Work Environment and Company Culture**

• careerzynith is an equal opportunity employer and values diversity at our company
• We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
• Our values include Care deeply, Integrity, Fearless, Raise the Bar, and Ownership
• We prioritize work-life balance and offer generous paid time off and WFH stipend

• *Compensation, Perks, and Benefits**

• Health Insurance via careerzynith (€1,600 toward a plan of your choice)
• Workplace Pension with matched contributions up to 5% via careerzynith
• WFH stipend to support your home office needs
• Generous Paid Time Off - work hard and take the time you need
• Annual company-wide offsite and dedicated team offsite

• *How to Apply**

If you're passionate about customer support and want to join a pioneering insurance and retirement benefits platform, apply now to become our Customer Support Lead. We can't wait to hear from you!

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