Customer Champion

at Wrisk in London

Here at Wrisk we are building the future of insurance. We’re offering a new perspective on risk that makes insuring you, and your lifestyle, easy. The future of insurance is mobile first. The future of insurance is app first. The future of insurance is Wrisk. It’s a big claim, sure, but we mean it, and it’s a big job, which is why we need your help.

We’ve recently launched our first product on the Wrisk app (home contents and gadget), we are already well underway with our next one and we have many other plans in place to keep on growing.

What we’re looking for…

We now have wonderful customers and an engaged community chatting away to us on in-app chat, email, through our crowdfunding community, twitter and other social media platforms. Our customers are everything to us, we love engaging with them and learning from them but we need an extra pair of hands.

We need to make sure that all our customers continue to receive a high quality service every day. At the same time any recurring problems, confusions, requests etc. must be highlighted to the Wrisk team to ensure we are continually improving our product and meeting our customer needs.

As a startup in an industry of huge, established players, we have big challenges ahead. We need you to show passion, both for what you do and for what the company as a whole is working to achieve. We love curious people who take an interest in what their colleagues are accomplishing and will look for ways to contribute. As an early stage startup that (currently) fits in a single office, there’s no room for ego!

However, in such a small team there is enormous scope to have your say. In this position you can influence how we work, what we work on and, ultimately, what Wrisk will become for our future millions of international users. And we'll offer you some ownership in the business, so you'll share in every success ahead of us.

These are a few of the qualities we are hoping you have:

Have empathy and emotional intelligence - Everyone is different and so are each of our customers. We need you to have the ability to ‘read’ our customers, to be a chameleon and personalise all your conversations to each individual. We want you to share in their happiness, frustrations, stresses (you name it!) and ensure that everyone feels comfortable and resolutions are found effectively.
Be an excellent communicator - You need to be able to communicate concepts through a string of simple, but clever, words (not to mention a phenomenal navigation of the emoji keyboard :D). We also need you to be able to create a well written long-form article with professional flair. All in our tone of voice and with sincerity and authenticity.
Be dedicated and committed - Startups don’t run to the normal nine to five, and neither do our customers. Don’t worry though, we wouldn’t expect you to do it alone. All of us here at Wrisk love speaking to our customers so we’ll be here to support you.
Be highly organised - Engagement occurs across multiple platforms, often with a number of communications going at once so you’ll need to maintain conversations across all threads of activity. On top of this you will need to track and measure feedback, and get to the bottom of what works (and what doesn’t). Things change rapidly here so you need to be able to keep a cool head and stay calm to make sure your number 1 task of keeping all our customers happy is met.
Be a self-starter - We need you to engross yourself in our product and constantly think about new ways of improving our interactions and service. You need to be happy to work as part of a team but be just as comfortable sometimes riding solo.
What you’ll do…

You’ll be the first line of contact for our customers. This varies from resolving a tech problem to talking about insurance cover provided by Wrisk, our plans for the future, resolving complaints and answering questions on claims.
You’ll need to manage customer feedback campaigns i.e. think about the outputs we need, carefully choose the content for them, compile the data and find ways to continually improve response times.
Constantly track feedback themes measured against demographics and known differences in demands and needs
Work closely with the technical insurance folks to inform underwriting changes and enhancements as well as with the product managers to improve app functionalities and usability.
We’ll also need you to team up with marketing to highlight the things we should be shouting about on blogs and social media as well as helping to write content for blogs and newsletters.
A bit more about you…

It would be great if you have used Intercom before, but don’t worry if you haven’t.
A bit of insurance knowledge would be beneficial but as long as you have the desire to learn we can teach you.
We hope this sounds like you. You’ll be joining a team (currently 27 full time, plus an enviable team of advisors), who punch well above their weight.

But don’t take our word for it - reach out and arrange to come visit our offices at Techspace, Shoreditch (Friday is Desk Drinks, All-hands and Retrospective), talk to the team, and see for yourself.

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Published at 21 Jun 2018
Expires on 21 Aug 2018


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