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.
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, driving 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 and 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, supporting 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 escalating risks or concerns to leadership for quick, effective solutions.
What you’ll need to be successful
- You've worked in a Customer Support role and have been a big part of process efficiencies and team growth.
- You're a collaborative, people‑first leader who thrives in 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 at least once a week or twice a month as required.
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.
Equal Opportunity Employer
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.
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