Customer Support Lead

Summary

Join INSHUR, a rapidly growing global insurance provider, as a Customer Support Lead in Dallas, TX! This role offers a hybrid remote/in-office work arrangement, allowing you to connect with colleagues while enjoying the flexibility of remote work. As a hands-on lead, you will manage the Zendesk PX queue, guide teammates, handle escalations, and drive process improvements. You will collaborate with various teams to ensure compliance, meet deadlines, and provide exceptional support to customers. The ideal candidate possesses strong communication, problem-solving, and leadership skills, with a passion for creating a positive customer experience. This position offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a dynamic and supportive team.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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)

Benefits

• 25 days of holiday (+5 days after 5 years), 5 sick days and 8 federal holidays
• Medical, dental and vision health insurance plans
• Life insurance, short-term, and long-term disability benefits
• 13 weeks fully paid parental leave for all new parents, regardless of your gender
• 401(k) with 4% company match
• Commuter Benefits
• Flexible working hours to fit your lifestyle
• $650 annual training allowance & learning opportunities
• $50 monthly wellbeing and home setup allowance
• 24/7 Employee Assistance Program and mental health benefits