SME Customer Success Advisor

Job description

About the role As a SME Customer Success Advisor at Superscript, you will play a pivotal role in shaping and delivering an outstanding customer experience within a fast-paced SME insurance environment. This is a hands-on position suited to a customer success professional who thrives on problem solving, continuous improvement, and customer advocacy. You will be responsible for managing complex customer interactions, resolving escalated issues, and ensuring seamless service delivery. Working closely with a collaborative team of customer success executives you will help maintain high service standards while contributing to the evolution of customer service strategy, processes, and performance. What you'll get up to: Manage escalated customer enquiries, complaints, and complex cases with professionalism and urgency. Identify root causes of customer issues and implement effective, long term solutions. Collaborate cross functionally with underwriting, operations, and other teams to resolve customer challenges. Provide hands-on support during peak periods or team absence to ensure SLAs and customer experience standards are consistently met. Analyse existing customer service processes to i...