SME Customer Success Advisor (Insurtech)

Location: Scotland, United Kingdom; hybrid working with a Glasgow City Centre office

Company

hirify.global is a UK insurtech and insurance broker serving small businesses, sole traders, landlords, and high-growth technology companies through advisory, broking, and self-service online products.

What you will do

• Manage escalated enquiries, complaints, and complex customer cases while maintaining high service standards.
• Identify root causes and implement long-term solutions to improve customer outcomes and reduce response times.
• Collaborate with underwriting, operations, and other teams to resolve customer challenges.
• Analyse service processes, design workflow enhancements, and use KPIs and customer insights to drive continuous improvement.
• Respond to enquiries and leads, assess insurance needs, explain products, and guide clients through onboarding.
• Use sales techniques to negotiate terms, close new business, meet targets, and manage the outbound sales pipeline.

Requirements

• Experience in customer success, customer service, or client support, ideally in insurance or another regulated industry.
• Ability to manage complex customer issues and escalations effectively.
• Strong communication and interpersonal skills with a customer-first mindset.
• Analytical approach with experience using data for decision-making and process improvement.
• Comfort working with multiple systems and adapting to new technologies.
• Strong organisation, attention to detail, and ability to support and motivate colleagues in a small team.

Nice to have

• Strong knowledge of insurance products, policies, and regulatory frameworks.

Culture & Benefits

• Hybrid working designed to support work-life balance.
• 25 days of annual holiday.
• Private health and dental insurance through Vitality.
• Pension, salary sacrifice, financial wellbeing support through Mintago, and access to a mental health platform.
• Cycle-to-work scheme, modern office environment, and regular team social events.