With Jack

Freelance customer support specialist

Indie broker seeks freelance customer support specialist to help keep freelancers in business

Company Description: With Jack helps to keep freelancers in business by arranging insurance that supports them financially and legally if they have problems with a client. We’re a tiny, independent broker and strive to be more personal and approachable than other insurance providers. Our #1 goal is to empower freelancers and give them the confidence to get paid, do great work and stand up to difficult clients!

Job Description: As customer support specialist you’ll be using HelpScout to answer emails from existing and new customers and monitoring live chat on the website. You’ll also be participating in non-advised, script-based sales.

You’ll be handling general queries about the insurance products we arrange and customer policies, but will also be dealing with freelancers in sensitive situations whilst helping them submit a claim.

Responsibilities Include:

  • Supporting customers with whatever they need
  • Answering email
  • Monitoring live chat
  • Non-advised, script-based sales
  • Liaising with the insurer

Personal characteristics:

  • Empathy. You’ll be dealing with freelancers in sensitive situations. It’s important to be on their side and understand what they’re going through
  • Friendly nature. We ask for a friendly, human nature when speaking to customers and want to avoid sounding “insurance-y”
  • Enthusiasm. We don’t need you to be passionate about insurance, but you must be an advocate for freelancers

This is a remote position, although the applicant must be based in the UK. This position will be 8 hours a week (one full day) at a rate of £120/day and will be on a freelance basis. We don’t expect you to have an understanding of insurance. This will be something we can help with in the form of support documents and training, but we do need you to be passionate about helping freelancers.