Job Title
Application Support Manager
Job Description
The role
We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products.
What you will be doing
You will lead our App Support team, with members located in the UK, Singapore and Australia. You will oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
You will represent Support as an enablement team; working closely with Product, Customer Success and Engineering teams to ensure great customer experience whilst operations remain standardised, streamlined and efficient. You will own our incident process, creating and maintaining the definitions, catalogs and alerting in Incident.IO.
You will be a member of the Operations management team, making decisions that help us execute against the strategy, as well as deciding where to make investments in our Support Model. You bring fresh perspective on Support, leveraging your experience and new technologies to improve our responsiveness to customers, boost productivity and build out a best-in-class SaaS support operating system.
What type of person fits the role
You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling. You are familiar with AI tools and have used them to optimise workflows or make knowledge management more extensible. You thrive on solving customer and operational problems and can move easily between high-level and low-level details, using experimentation to help your decision-making.
You have a growth mindset. You respectfully challenge the status-quo. You are continually looking to improve yourself and your team. You actively seek out and give feedback and do this in a way that builds strong relationships with your team and peers. You think about working iteratively, using experiments and data to drive how you make decisions.
You thrive in a fast-paced environment with large amounts of uncertainty. You are comfortable working to transform an organisation, accepting this means that everything is not working perfectly today.
Role requirements
Essential
- 5 years+ experience leading, coaching and managing global support teams
- Exceptional leadership, communication and stakeholder management skills
- Strong operational mindset supporting customers in an SLA-driven environment
- Deep expertise configuring and optimising Jira Service Management (preferred), HubSpot, Zendesk or ServiceNow platforms
- Proven experience building dashboards, insights and reports from support data
- Proven experience implementing and managing Incident processes
Nice to have
- SaaS App Support experience - you know what good B2B service looks like
- Chatbot/AI-assistive tool configuration experience
- Engineering or coding expertise (e.g. Scripting, Python, SQL)
About UnderwriteMe
UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible.
Our core products are:
- Decision Platform - a B2B enterprise platform that provides a best-in-market Underwriting Rules Engine used by over 30 insurers to power their underwriting decisions. The product is sold across UK & Ireland, Asia-Pacific and North America. The platform combines our engine with technology to source and process third-party information supporting underwriting decisions for insurers. We are already working on capabilities, powered by AI, to make these decisions even more efficient.
- Protection Platform - a B2B2C marketplace used by over 15,000 advisors to power quoting and purchase of protection products in the UK. We currently deliver 16% of the UK markets protection policies and we are already working to increase our reach.
Working for UnderwriteMe
Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance. You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance.
Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.
Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities.
Benefits (Only for Permanent and Fixed Term Employees)
Leave
25 days of annual leave with option to buy/sell more days
Adoption and fertility leave
Generous enhanced parental leave
Healthcare
Savings & Retirement
Wellness
Subsidized gym membership
Access to Employee Assistance Program
Cycle to Work and Electric Car Salary Sacrifice Scheme
Time off for volunteering
Charitable matching of employee donations
You Can Be Who You Are
We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.
As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.
UnderwriteMe Values
Please click here to view our company values
