Jobs and Careers

Platform Service Lead

United States - Remote, United StatesRemotefull_timeVerifiedPosted 29 Sept 2023

💰 $500,000/yr($100,000/yr – $500,000/yr)

About the role

We’re pushing the boundaries of Insurance Technology.

INSTANDA is the world’s first no-code cloud-based platform, we are changing the way Insurers can design and deliver insurance products to market, allowing them to configure new products at speed completely disrupting the legacy norms in the industry.

INSTANDA has grown significantly in recent years, and we are now a team of 180+ employees primarily based in the UK and US, with partnerships that operate worldwide. We're continuing to grow our business, and our Platform Services team is at the forefront of our growth plans.

Our company was built by looking at the world through a different lens and our culture today reflects that by encouraging you to be yourself, speak your mind, and share your opinions. We want people who want to push themselves, be part of something great, and be prepared to challenge if they think there is a better way.

Collaboration sits at the heart of how we operate, it has fueled our growth enormously and our aim to be ‘world class’. People at INSTANDA not only have a real sense of shared ownership, but are granted share options to benefit from our long term success making everyone an owner of the business.

So if this sounds like the place you can thrive in and grow your career, please keep reading!

Learn more about us at www.instanda.com

JOB DESCRIPTION

Based in the US or Canada, we are seeking a Platform Support Lead to join the Platform Support Team. Reporting to the Head of Platform Services, this a new position focusing on a wide range of responsibilities which effect our clients. This role will oversee the client facing Platform Support team, including mentoring, coaching and owning the quality of the service provided. Also management of Training and Documentation of our product for clients, escalations and service improvement will fall under the remit of this role. This role will continue to evolve and grow based on the successful candidate’s experiences and contributions.

We are seeking a proactive, detail oriented and technically savvy individual who can manage changing priorities with a passion and experience for service delivery. This is a hands on role and the successful candidate will be dually responsible for managing a small team as well as working directly with clients. This role is for someone who is a builder and shines when it’s time to fix things. If this sounds like you, please keep reading and apply!

Responsibilities will include:

Manage a client facing support team
Work to enhance and evolve the current support offering with particular focus on quality, agent training/coaching, customer feedback, tools and processes
Addressing and responding to customer support tickets
Focus on the Service Improvement Plan to ensure continual improvement of People, Process, Tools and Product and to deliver ongoing tangible improvements to client service coupled with efficiency improvements for the internal team.
Customer Escalations / be primary point of contact for clients in North America
Work with the Head of Platform Services to co-own/ collaborate on all Support processes ensuring continually reviewed and matured
Understand our clients on boarding requirements and timelines, organizing the training and support functions accordingly while efficiently collaborating with our sales, configuration and engineering teams to ensure our Go Live plans are in order
Work with the Solutions Engineering team to create and implement documentation for internal and external use
Develop and manage resources, tools, and process to support live customers
Performance and Service Level reporting and customer service review meetings.
Ensuring the Monitoring of Operational Alerts and follow-up
Internal and external support communications / updates
Managing Customer feedback (verbal, surveys, questionnaires)