About this role:

We are looking for an empathetic self-starter to join us as a Customer Support Champion.

You must be passionate about interacting with and delighting customers, putting our customers and their pet’s needs first. You’re a team player who has great adaptability and problem-solving skills, and you’re able to work toward ambitious targets, meeting KPIs and SLAs.

Our Mission:

Napo is an exciting and rapidly expanding Insurtech start-up dedicated to revolutionising the pet insurance industry. Our mission is to create innovative, customer-centric and transparent products & services to ensure pet parents can keep their pets happy and healthy. Many see pet insurance as a boring but necessary expense, a safety net against unexpected vet bills. We’re changing that.

How?

By being about more than just insurance and creating innovative, memorable experiences that our members love and keep coming back to.
 

You should apply if:

• You have 3+ years of live chat, email and phone customer support experience in B2C (ideally, startups) and have experience working with Intercom or a similar Customer Service platform.
• We pride ourselves on going above and beyond for our customers and our unique tone of voice. You consider yourself to have a high sense of empathy for pets and pet owners’ problems and you can break down complex problems and explain them clearly and simply.
• You are data-driven and can organise your workflow around metrics.
• You are a self-starter with a "can-do" attitude and thrive in a high-performance culture by delivering on your weekly targets and productivity requirements.
• You have excellent oral and written communication in English and interpersonal skills.
• You are a strong team player who can collaborate across teams and key stakeholders in the business.
• You want to learn more about continuous process improvements.
• You enjoy learning more about pet insurance products and pricing.
• You are hands-on with or can quickly ramp up on new tools.

What you will do:

• Become one of the first contact points for our members and prospects who have a question, problem, or, as it happens, want to share praise or something quirky with us!
• Build a deep understanding of our community's wants, spotting trends and issues and use that understanding to drive process improvements
• Work closely with the Claims and Complaints team to support our customers and their pets
• Handle complaints constructively and in line with company and FCA guidelines, consulting your manager so that clear action is in hand.

What we offer

📈 Everyone is an owner at Napo; you will receive stock options on day 1

🏡 Hybrid work environment (for now, we love to have people in the office two days per week - we have a friendly office in central London)

🏖️ Generous leave policy (25 days annual holidays + bank holidays) plus your birthday as an additional day off!

💻 All the equipment you need to do your best work

💰 Budget for personal growth and training

✅ Some of our other benefits:

• BUPA health insurance with YuLife app
• Unlimited GP video consultation (via Bupa Blue Health)
• Pension scheme
• Napo insurance for your pet(s)

Our Values

• Be candid and authentic.
  • We bring our true selves to work - who we wholly are.
  • We are transparent and are not afraid to share information with each other - good and bad news.
• Trust and care for each other.
  • We trust each other to do the right thing.
  • We are not afraid to make mistakes, and we ask for help when we need it.
  • We encourage each other; when people struggle, we help them.
• Do the right thing.
  • We are fair to our customers, and we care about the well-being of their pets.
  • When facing difficult decisions, we put ethics above profits.
  • We always act in the best interest of the company.
• We are all owners and optimise for impact.
  • We are always looking for the most impactful thing to work on.
  • We take responsibility, and we’re problem solvers - hold yourself and others accountable.
  • Nothing is somebody else’s problem; we are collaborative and always jump in to help where needed.