Napo
Customer Champion
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About Napo
Napo is an exciting and rapidly expanding Insurtech company dedicated to revolutionising the pet insurance industry. Our mission is to create innovative and transparent products that ensure every pet parent can keep their furry friends happy and healthy! It’s not just about our award-winning insurance products. We go beyond insurance coverage by equipping pet parents with all the tools and resources they need to ensure their pet's well-being. From expert behaviourist consultants to handy puppy training apps and valuable content, Napo will be with you every step of the way.
Our digital-first approach empowers our customers to handle everything they need directly through our user-friendly website and app in just a matter of minutes. And if they ever need assistance, our friendly team is here to help!
The role
As a Customer Champion at Napo, you will play a vital role in ensuring our customers receive swift, proactive and empathetic support while identifying learning opportunities and trends. You will help ensure that we are providing a world-class service across all aspects of the customer journey, from the initial experience of purchasing one of our products through to renewal, as well as the entire claims experience.
You will work closely with our Customer Support, Claims, Complaints and Compliance teams to ensure best practices are followed. You’ll use data to make decisions and drive continuous improvement in the customer journey while ensuring regulatory requirements are met. To succeed in this role, you will need excellent record-keeping and analytical skills, along with a customer-first mindset.
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.
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You should apply if:
- You have 2+ 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.
- You 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.
- Are able to use data to make decisions and improve the overall customer experience.
- Have experience of providing ongoing feedback and support to a customer-facing team.
- Can exercise sound commercial judgement to ensure fair customer outcomes.
- Have high attention to detail in documentation and record-keeping.
- 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!
- Use data to identify and share awareness of potential trends, issues or risks and escalate these appropriately.
- Manage your own delivery of SLA requirements for customer support queries to ensure that all legal and regulatory requirements are being met.
- Work within company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
- Maintain accurate and timely records to meet business needs and ensure data integrity and compliance with Data Protection requirements.
- Support and educate Napo team members through documentation and up-skilling opportunities, sharing your knowledge and best practices for fair and efficient outcomes.
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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!
- 💰 Budget for personal growth and training
- ✅ Some of our benefits:
- BUPA health insurance with YuLife app
- Unlimited GP video consultation (via Bupa Blua Health)
- Pension scheme
- Napo insurance for your pets
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.
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