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 challe