Customer Support Lead

🚕 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 Lead 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 2 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 Head of Customer Support you'll be joining a friendly team of 5 who believe in working collaboratively, staying adaptable, and delivering clear, consistent support to our insureds. We're focused on streamlining processes and creating a strong, reliable experience for every customer.

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 Lead, you’ll be the point person for ticket quality, workflow oversight, and day-to-day support within the PX queue. This is a hands-on lead role, you’ll work tickets directly, but also guide teammates, support escalations, and be a voice in process improvement.

You’ll partner closely with Customer Operations leadership, Underwriting, and internal systems teams to ensure compliance is maintained, timelines are met, and PX customers stay insured, informed, and supported.

You’ll be working on:

• Managing the Zendesk PX queue—triaging, assigning, and owning complex or high-priority tickets.
• Supporting frontline reps with guidance on SOPs, tone, policy questions, and tricky customer issues.
• Acting as the first point of contact for internal escalations and compliance concerns, working directly with insureds when needed.
• Monitoring SLAs, response quality, and team consistency across PX processes—identifying gaps and suggesting improvements.
• Help onboard new PX team members, maintain accurate documentation, and QA outbound messages for tone and clarity.

🎯 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:

• Ownership & Prioritisation: You keep the support queue steady by managing tickets efficiently and reducing the need for escalations.
• Retention-Focused Thinking: You act quickly and clearly to help insureds stay compliant and avoid cancellations.
• Trusted Team Support: You’re a reliable point of contact for questions and enjoy helping teammates grow and succeed.
• Process-Minded: You spot broken or inefficient workflows and suggest improvements that make things smoother for everyone.
• Empathetic Communication: You make complex or stressful situations feel manageable through clear, supportive customer interactions.
• Great Communicator: Strong written and verbal communication.

… these additional skills that could set you apart

• 2–4 years of experience in insurance, customer support, or policy servicing

• Prior experience working directly with insureds (not via brokers)

• Hands-on Zendesk experience required; policy admin systems experience 

• Experience mentoring or guiding teammates in a support environment

• Familiarity with commercial auto or surplus lines insurance (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.