Dedicated and Results-Driven Customer Service Agent for Live Chat Support – Delivering Exceptional Customer Experiences and Driving Business Growth at blithequark

Welcome to blithequark At blithequark, we are passionate about building financial products that accelerate economic freedom for people who move across borders. Our journey began with car insurance, and we have since insured over a million drivers. As we continue to scale and expand beyond our initial product, we are committed to creating a positive impact on the lives of tens of millions of people who face overlooked financial challenges when moving countries. Our mission is to provide innovative financial solutions that cater to the unique needs of our customers, and we are excited to have you join us on this journey. Our Culture and Values We take pride in the culture we have created at blithequark, where progress, collaboration, and creativity thrive. We believe in taking ownership of our work, being bold in challenging the status quo, and continuously learning from each other. Our teams are empowered to make decisions, and we encourage open communication, feedback, and knowledge-sharing. We are committed to creating an inclusive environment where everyone feels valued, respected, and empowered to contribute their best work. Our culture is built on the principles of autonomy, ownership, and clear direction, which enables us to work together towards common goals and objectives. About the Role Exceptional customer care is at the heart of everything we do at blithequark. As a Customer Service Agent for Live Chat Support, you will play a critical role in delivering world-class service to our customers, building loyalty, and driving retention. You will be part of our Customer Operations team, which supports customers throughout their journey, from purchasing their first policy to managing adjustments, financial queries, and renewals. Your team placement will be determined during the interview process, and you will have the opportunity to work with either our Customer Happiness team or our Retention Ops team. Key Responsibilities Engage with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced, ever-evolving environment. Meet performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development. Identify customer pain points and proactively suggest process, tool, or product improvements to enhance efficiency. Collaborate with teams such as Underwriting, Claims, and Fraud to optimize the customer journey. Ensure compliance with FCA guidelines in all customer interactions. Build expert knowledge of our products, systems, and processes, with access to internal resources for support. Identify vulnerable customers and ensure they receive appropriate support. Assist in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing. Support colleagues by answering policy-related queries as needed. Who We Are Looking For We are looking for a dedicated and results-driven Customer Service Agent who is passionate about delivering exceptional customer service. You should be adaptable, comfortable with change, and thrive in a dynamic start-up environment. You should be proactive in finding solutions, skilled at simplifying complex information for customers, and curious about learning and growing with our company. You should be a strong team player who enjoys supporting colleagues and collaborating to improve processes. You should be open to feedback and eager to grow within a feedback-driven company. Essential Qualifications Previous experience in a customer-facing role is desirable, particularly in online customer support. Excellent written and verbal communication skills. Ability to work 2-3 weekend days per month (with a day off in lieu), 1-2 late shifts (6-9pm) per week, and occasional bank holidays (with a lieu day) as part of a rota. Preferred Qualifications Experience working in a fast-paced, ever-evolving environment. Knowledge of financial products and services. Experience with live chat software and customer relationship management (CRM) systems. What We Offer We offer a competitive salary, bonus scheme, and a range of benefits, including: Flexi-office working – Spend at least 2 days a week with your team in our office, and the rest is up to you! Learning and development – Personal budgets for books and training courses to help you grow in your role, plus 2 days a year to further your skillset. Mental wellbeing support – Access therapy and mental health sessions through our partner providers. Competitive bonus scheme – Designed to reward and recognize high performance. SZÉP card – Budget to spend on meals, leisure, and accommodation. Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years. Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office. Medicover Blue package – An exclusive pass to top-notch healthcare services. All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute, we've got you covered! Our Recruitment Process Our recruitment process typically involves three stages: Initial call with one of our Talent Acquisition team (20 minutes). A short online exercise to assess your skills and experience. A technical and culture interview with two members of our Operations Team (60 minutes). We will let you know if you are invited to an interview or not. Please note that, as a small team with a high volume of applications, we cannot provide individual feedback on each application. Diversity and Inclusion We are committed to hiring without judgment, prejudice, or bias. We encourage everyone to apply for our open roles, regardless of gender identity, race, ethnicity, sexual orientation, age, or background. We are working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong. Recruitment Privacy Policy We take privacy seriously at blithequark. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view our Recruitment Privacy Notice. Conclusion If you are a dedicated and results-driven customer service professional who is passionate about delivering exceptional customer experiences, we would love to hear from you. Please apply for this exciting opportunity to join our team at blithequark and contribute to our mission of accelerating economic freedom for people who move across borders. We look forward to receiving your application and exploring how you can help us drive business growth and success.