Lead Product Support Analyst
Lead the triage and resolution of complex customer issues across Insurity products. Coordinate daily support activities, drive ticketing quality, and serve as escalation point for critical incidents while mentoring team members.
Key Responsibilities
- Lead triage of incoming tickets and identify billable work.
- Provide day‑to‑day support and troubleshoot medium‑to‑high complexity customer issues.
- Escalate and resolve system and platform failures that block quoting, binding, or issuance.
- Communicate clearly with customers via email, ticketing, and phone when required.
- Assist team with urgent binding, issuance, endorsement, and renewal issues.
- Troubleshoot complex policy, rating, premium, tax, and fee discrepancies.
- Act as escalation point for large, high‑touch accounts.
- Manage non‑standard, case‑specific exceptions.
- Coordinate fixes across systems, configurations, and integrations in partnership with other teams.
- Handle targeted user‑access issues that impact production.
- Update workflow management system and assist with quality audits.
- Administer the knowledge base and encourage participation.
- Lead or participate in functional root‑cause analysis, coaching teammates.
- Contribute continuous‑improvement ideas to reduce support dependency.
- Support monitoring and delegation of work from queues.
- Mentor and train team members to handle complex issues independently.
- Stay up to date on industry trends, Insurity products and design changes.
- Work with other departments to submit customer feedback on tickets.
- Communicate with product development to improve design and address problems.
- Provide flexible coverage across time zones as needed.
- Demonstrate effort, persistence, and speed in delivering results aligned with business strategy.
- Prepare the team for new customer go‑lives.
- Perform other duties as assigned.
Qualifications
- 7+ years of support, development, or consultancy experience, with 3+ years on the assigned products.
- Bachelor’s degree in a related field or equivalent work experience.
- Hands‑on team leader who can own escalations, coach others, and drive improvement.
- Organized, adaptable, and able to manage multiple priorities.
- Comfortable working independently and collaboratively.
- Strong process and documentation skills.
- Solid technical skills: Microsoft Word, Excel, PowerPoint, SQL, programming logic; web‑based troubleshooting tools a plus.
- Deep knowledge of Insurity products from both insurance and technical perspectives.
- AINS 101 or AINS 103 certifications (nice to have).
Benefits & Compensation
Salary range: £62,000 – £97,000 per annum, depending on experience and qualifications. Comprehensive health coverage and employer‑matched retirement savings start on day one. Annual Open PTO policy. Flex First Workforce allows fully remote opportunities for qualifying roles.
Equal Employment Opportunity
Insurity is proud to be an equal opportunity employer. We are committed to creating an inclusive workplace and provide reasonable accommodations for applicants with disabilities. We value diversity and actively promote equity and inclusion throughout our organization.
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