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.

🔧 Are solutions-focused and driven to overcome challenges.

💪 Embrace resilience and adapt to setbacks with a positive attitude.

🧠 Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.

You may not enjoy working here if:

⏳ Prefer a more structured, slow-moving environment.

📝 Feel most comfortable when tasks and processes are clearly defined from the start.

🤔 Struggle with handling multiple challenges at once or adapting to frequent changes.

🚫 Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.

What to expect from the process: 

Screen & Intro: 30-minute video call with the Talent Team to discuss the role and your experience.
Case Study: A short take home task 

First Interview: 60-minute video call with the Head of Customer Support and Customer Support Lead to delve into the role and review your task, including technical questions and an opportunity for you to ask questions.

Final Interview: 45-60 minute video call with the Head of Customer Support and People Partner to assess team fit and answer any questions you might have. 

We encourage you to ask questions about the role and the company throughout the hiring process. We believe that this is as much an opportunity for you to interview us as it is for us to interview you.

What we offer

Our budget for this role is flexible and we will take into account any previous experience and location of work when agreeing on the final offer. 

We offer all our employees stock options. We've also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:

🌴 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

It goes without saying that we provide everyone with a laptop, monitor, top of the range kit, and any software you need. 

About Us

🚕 INSHUR is the fastest-growing global provider of insurance for the on-demand economy, making coverage fair and accessible for drivers.

💡Cutting edge technology & deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber, Amazon, Bolt, FREENOW and OLA, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.

🚀 Backed by some off the most forward thinking VC’s including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&AD, we have secured over $70 million in funding  as well as the acquisition of American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.

🌍 As a global team of around 250 people based across the US, UK, and the Netherlands, we value:

🤝 Generosity, inclusivity, open-mindedness, and diversity

🏆 Delivering great results and learning in the open

🎯 Freedom to make long-term, high-impact decisions

💙 The wellbeing of our teammates and the people around us

And… Enjoying the ride!

Equal opportunities

🌈 At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.

🌍 As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+ 🌈. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We’re proud to have been recognised for Diversity and Inclusion by the British Insurance Awards 🏆.

🏢 We recognise that early-stage companies often hire people similar to the existing team—something we’ve worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.

⏰ While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.

🛠️ If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.