Customer Support Analyst

Job Description

You&aposll report to: Joe Howes, Customer Support Manager

Team: Customer Success

Location: Remote This position is open to candidates based in Bengaluru

Role Type: Full-Time, Permanent

Start date: As soon as possible

Visa / Sponsorship Available: Not Available

The Application Support Analyst Role

This role is an exciting opportunity for the right candidate to be part of Sends Customer Support Team and being part of the team responsible for delivering exceptional service to our customers.

We offer a flexible career development approach where you will work on a variety of development projects as well as being responsible for business-as-usual support. In addition, you will be responsible for ensuring internal procedures, policies and practices are executed, adhered to and maintained.

About Send

In 2017, Send was founded by Andy Moss, Ben Huckel, and Matt McGrillis with a vision to reshape and enhance the underwriting process for commercial insurers-combining advanced technology with deep industry expertise.

By 2019, we had delivered a commercial and specialty Underwriting Workbench for a leading global insurer-one of the UKs top five composite insurers and a major FTSE 100 carrier. This solution streamlined operations, improved efficiency, and enabled forward visibility.

In 2022, we won three industry awards for the Underwriting Workbench and raised $10 million in Series A funding to support our expansion in the UK and US.

The following year, in 2023, we launched Smart Submission, a stand-alone component of the Underwriting Workbench, and were named a Leader in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications Vendor Assessment.

In 2024, we were recognised as a Top Provider in the Datos P&C Workbench report and named a Leader in Celents Underwriting Workbench reports for both North America and Global Markets.

Our vision is to be the market-leading underwriting software platform for agile carriers.

#loveunderwriting

Our Funding

From 2017 to 2022, we bootstrapped our growth journey, building a profitable and stable company. In November 2022, following a year of strong customer and team growth, we secured $10 million in Series A funding to accelerate our expansion across the UK and US, as well as to further enhance our product development. Were proud to have the support and expertise of our investors, Mercia and Breega.

We are now preparing for our Series B round and are excited about the growth acceleration this will enable.

The Send Team

Over the past two years, Send has experienced significant growth, expanding our team by over 50% to more than 90 people. At the start of 2024, our team was primarily based in the UK and Poland. Since then, weve taken major steps toward building a global presence, with team members now located across the US, India, and Ireland-all working collaboratively toward our vision of becoming the market-leading underwriting software platform for agile insurers.

What Youll Be Doing as a Customer Support Analyst

- Act as the initial point of contact to investigate and find solutions to issues raised through the Send customer portal.
- Have a detailed understanding of the solutions developed by Send Technology and troubleshooting techniques
- Work on producing and maintaining automated tests
- Escalate issues for fix into the development teams where they cannot be resolved within the Support Team
- Coordinate customer service operations and find ways to ensure customer retention
- Operational delivery of information security throughout the organisation
- Ensure compliance with Send Policies/Processes including local and international laws (e.g. data protection)
- Oversee the implementation of technology solutions throughout the organisation
- Support the management of all Customer solutions post release
- Complete customer health checks
- Production troubleshooting and resolution of customer issues and completion of processes associated to support those tasks
- Communicate the application support policies, procedures, and SLAs to the relevant parties
- Plan and monitor day-to-day activities
- Fix code issues and manage through environments to Production

The Skills and Experience Needed for the Customer Support Analyst Role

- Proven experience in an Application Support/Development or similar IT role (3 years)
- Familiarity with all business functions required within an IT development/support team
- Familiar with the SDLC
- Familiar with Atlassian Suite (Jira/Confluence), Bitbucket
- Good understanding of SQL/Java
- Experience of business as usual support
- Experience of supporting applications hosted in AWS
- Analytical mind
- Problem-solving aptitude
- Excellent communication skills (verbal/written)
- Excellent planning, organising and time management skills.

IMPORTANT - Please note this role will involve shift patterns to support customers on a rotation basis, for example 05:30 13:30 IST, 12:30 20:30 IST and 22:30 06:30 IST.

Whats on Offer - Life at Send

When hiring in India we partner with an Employer or Record, Deel, to offer contracts of employment.

Health Cover - Private medical and dental insurance from day 1, plus access to Spill that provides free confidential mental health support and therapy.

Time Off - 25 days of annual leave, plus public holidays. We also offer volunteering time and a dedicated wellness day.

Enhanced Parental Leave - Includes 12 weeks of fully paid leave for all new parents, along with additional support for birth-giving parents.

Learning and Development - An annual budget via Learnerbly, providing access to books, courses, conferences, and other resources to support your growth.

Check out Sends public Handbook for more information about our product, recruitment process, team, benefits, and much more.

Customer Support Analyst Interview Process

Our recruitment process for Customer Support Analyst role consists of at least three stages:

Stage 1 - Introductory Call with our in-house recruiter, Liam (30 minutes):

This will cover your background, motivations, and communication skills, along with an opportunity to learn more about Send and the role.

Stage 2 Interview with Joe Howes, Customer Support Manager and Prajwal Zalaki, Operations Analyst

Stage 3 Interview with Naynesh Patel, Head of Customer Support & Success

30-minute call with a Send Founder

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