Customer Care Lead (Insurtech)

Location: Manchester, United Kingdom; the role is hirify.globalrily on-site, with hybrid working also mentioned.

Company

hirify.global uses data and technology to provide online motor insurance and is expanding its customer care operations in the UK and Spain.

What you will do

• Support day-to-day people leadership for the Customer Care function and deputise for the Customer Care Manager.
• Analyse contact volumes, team productivity, KPIs, and service quality.
• Maintain and improve work processes and quality standards.
• Coach team members through complex customer interactions and act as the second point of escalation for complaints.
• Investigate and respond to informal and formal complaints, including DSAR requests.
• Handle customer queries across phone, email, and live chat while building strong internal and external relationships.

Requirements

• Leadership, supervisory, or senior escalation experience in a fast-paced Customer Support or Contact Centre environment.
• Experience managing formal customer complaints, dispute resolution, regulatory processes, DSARs, and sensitive customer data.
• Strong analytical skills for tracking contact metrics, productivity, and service quality.
• Demonstrated success in mentoring team members and improving team performance.
• Excellent written and verbal communication, de-escalation, and problem-solving skills.
• Willingness to handle customer contacts directly across voice, email, and chat channels.

Nice to have

• Experience in FinTech, Insurtech, or technology scale-ups.
• Experience in a fast-growing and evolving organisation.

Culture & Benefits

• Hybrid working with a mix of home and office days.
• Learning resources, mentorship, and a tailored growth plan.
• Private healthcare, gym discounts, wellbeing programmes, and mental health support.
• Collaborative, empowered, and trust-based team environment.