▷ Apply in 3 Minutes: Support Operations Manager

Job Description

Position at India

Who We Are

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world's most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our peopleproviding the tools, support, and opportunities they need to grow and succeed.

We don't just make bold promiseswe deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, it's our people who truly make the difference. At Insurity, you'll collaborate with some of the most creative and knowledgeable minds in insurance techin a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.

Ready to grow your career with an industry leader Apply todaywe're excited to welcome you. #UatInsurity

What's In It For U

- Work Where You Thrive: Find a hybrid work environment that allows you to enjoy great work life balance, stay connected and collaborative
- Generous Time Off: Our leadership believes in taking the time you need when you need it.
- Day One Health Benefits + Employer-Matched Retirement Savings: You might think these are table stakes, but we know these matter to you.
- More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.
- Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.
- Real Career Growth Opportunities: We love to promote from within with over 20% of our open roles filled through internal applicants on average.
- Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
- Internal Networking: Build relationships, network, collaborate, and stay connected with colleagues internally with our one-of-a kind online Coffee for Two program.
- Continuous Learning Opportunities: Own your development with your own LinkedIn Learning and Kaplan licenses.
- Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a referral bonus.

Insurity's Next Support Operations Manager

We're looking for an experienced and proactive Support Operations Manager to lead our Billing-as-a-Service (BaaS) Support Team. This is a key leadership role focused on managing support operations related to billing, financial workflows, and customer support in the insurance domain. The ideal candidate will have a strong background in technical support leadership, financial support processes, and the ability to manage complex ticketing queues and escalations.

What Our Support Operations Manager Will Do

- Lead the hiring, onboarding, and mentoring of support analysts and specialists within the BaaS team.
- Manage the day-to-day operations of the support function, including task assignments, shift planning, and workload distribution.
- Track and manage tasks and ticket queues (via tools like JIRA, Zendesk, or similar) to ensure timely resolution within defined SLAs.
- Act as a point of escalation for unresolved or high-impact support issues, ensuring swift and professional handling.
- Conduct regular team meetings and 1:1s to align on goals, share updates, and support team development.
- Oversee billing and financial support operations, including:
- Billing reconciliation
- Invoice generation and correction
- Payment processing
- Refunds and credit adjustments
- Account balance queries
- Work closely with product, engineering, and finance teams to resolve backend or system-related billing issues.
- Manage and maintain the JIRA project board to track issue progress, prioritize work, and ensure visibility.
- Monitor and report on key performance indicators (KPIs), SLA adherence, and customer satisfaction metrics.
- Drive continuous improvement initiatives to optimize processes, reduce recurring issues, and enhance support quality.
- Lead performance management and career development planning for team members.

Who We're Looking For

- Minimum 10 years of experience in technical or financial support operations, including at least 35 years in a managerial or team lead role.
- Prior experience managing billing or financial support functions, including reconciliation, invoicing, and payment processing.
- Strong understanding of financial systems, billing logic, and SaaS invoicing models.
- Proficiency in Excel (advanced functions, pivot tables), PowerPoint, and ticketing tools like JIRA, Zendesk, or equivalent.
- Excellent communication, leadership, and problem-solving skills.
- Strong organizational and stakeholder management abilities in a high-accountability environment.
- Experience in the insurance or financial services industry.
- Familiarity with US-based billing practices and customer support models.
- Exposure to ITIL, SLA management, and operational excellence frameworks.
- Experience creating support dashboards and reporting metrics.

Thank you for your interest in Insurity Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.