We’re looking for Customer Success Advisors to help us deliver world-class support for our UK customers.
You'll join a growing team and help shape how we support customers across our Car, Mobile, and Travel insurance products - providing fast, clear, and genuinely helpful interactions via live chat, with only occasional phone contact for partner calls or customers who need one. We're not a call centre - our main communication channels are live chat and email, and you'll work alongside AI tools that help handle routine queries, freeing you up to focus on the conversations that need a human touch.
What you'll do
- Support customers across our Car, Mobile, and Travel insurance products, primarily through live chat and email
- Explain policy terms, coverage, and options in plain, easy-to-understand English - no jargon, no confusion
- Help customers manage their policies, from quick updates to more detailed queries
- Act as the first point of contact for customer complaints - identifying, triaging, and investigating issues, and working towards the best solution with support from the compliance team
- Recognise and appropriately assist vulnerable customers, following our compliance processes to make sure they get tailored support
- Balance speed with quality - responding efficiently without cutting corners on accuracy or care
- Take the occasional phone call where needed (for example, partner calls or a customer who needs one) - full training provided
- Work alongside AI tools that support and streamline how we handle customer queries
- Help identify and improve processes, tools, and ways of working as part of a small, collaborative team
- Follow compliance and regulatory requirements in everything you do, given we operate in an FCA-regulated environment
- Support wider team projects and initiatives, helping shape how we work beyond day-to-day chat handling
Key skills & competencies
- A genuine focus on getting the right outcome for the customer, every time
- Fast-paced and efficient - you act with urgency and don't let things sit
- Confident explaining technical or complex information (like insurance policy terms) in simple, everyday language
- Resourceful - Able to locate the right information or ask the right questions to achieve the best solution
- Comfortable juggling multiple conversations and shifting priorities throughout the day
- Strong written English - clear, accurate, and easy to follow
- Open to feedback and coaching, with a focus on hitting KPI targets and consistently high QA scores (all chats are quality assessed)
This role is great for:
Someone who thrives on the fast pace and problem-solving of live chat support - juggling multiple conversations, thinking on their feet, and taking genuine pride in getting customers to the right answer quickly and accurately.
It suits people who'd rather craft a great written response than read from a script on a call, who are resourceful enough to track down the right answer when they don't already know it, and who want to build real product knowledge across car, mobile, and travel insurance. You’re someone who takes pride in the quality of work you produce.
You'll join a small, welcoming team with a lot of collaboration day to day, regular coaching, and real opportunities to grow and develop.
Role location
This role will be based at our Manchester hub, centrally located in the city, with a hybrid working model.
- Minimum 3 days in office per week
- Flexibility on which days you choose, and no problem being in office more than 3 days.
Why Open?
It's an exciting time to join Open. We provide our team with:
- Highly competitive compensation, including share options – we believe in paying people what they're worth and having everyone in our company share in our success
- High levels of autonomy and trust so you can do your best work
- Growth opportunities internally – as you grow, your role can too.
- Flexible working – we are about impact, not time at your desk.
- We encourage freedom and responsibility, including the ability to work from anywhere.
- Paid company parental leave, supporting all parents as they balance career and family.
- Personal development allowance – flexible annual benefit to support learning, wellbeing and personal growth.
About us
Open is a global tech company on a mission to make it easy for everyone to get the most from their insurance. We launched in Australia in 2016, opened our London office in 2022 and our Manchester office this year, rebuilding one of the world's least digitally mature industries from the ground up.
We do this through three products that work together to put customers first, from start to finish. Open Embedded lets businesses offer insurance directly inside their own apps and websites – so customers can get covered without leaving the experience they're already in. Open Agentic uses AI safely and responsibly to guide customers through buying a policy, answering questions in plain English so they understand exactly what they're getting. Open Intel spots the moments when someone is most likely to need cover – like buying a car or moving house – and helps us reach them at the right time, in a helpful way.
We're a Certified B Corporation with a global team across the UK, Australia and New Zealand.
Diverse perspectives and lived experiences make us better at what we do. If your CV doesn't tick every box, apply anyway. Let us know if you need any adjustments through the process and we'll make it work.
Open is for builders – people who are intellectually curious, courageous and reject the idea that “it can't be done”. If that sounds like you, apply and let's build the future of insurance together.
Application question(s):
- Do you currently have the legal right to work in the UK, without the need for visa sponsorship now or in the future?
Work Location: Hybrid remote in Manchester
