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Customer Support Analyst

2 weeks ago

Hyderabad, India Send Full time US$ 80,000 - US$ 1,20,000 per year

You'll 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 Send's 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 UK's 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 Celent's 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. We're 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, we've 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 You'll 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. 

What's 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 Send's 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 

At Send, we're focused on strengthening our culture-not hiring people who simply "fit" into it. We believe that a diverse, equitable, and inclusive team drives innovation, creativity, better decision-making, and stronger performance.

If you're interested in a role at Send but don't meet every requirement listed, we still encourage you to apply. Research shows that women, Indigenous people, and individuals of colour often hesitate to apply for roles unless they meet every single qualification. We're committed to changing that.

We welcome applications from everyone, regardless of background, ethnicity, or culture. We are committed to reviewing all applications fairly and do not discriminate based on race, ethnicity, colour, religion or belief, national origin, sexual orientation, age, marital or civil partnership status, family status, pregnancy or maternity, disability (visible or invisible), gender identity or expression, or any other legally protected status.

We know that inclusive hiring is an ongoing journey, and we're always looking to improve. If you have feedback on our hiring or interview process, we'd love to hear it.

If you have specific needs or adjustments that would support you during the application process, you can share them in the space provided in your application-we want to ensure your experience is as smooth and comfortable as possible.

Need support with your application or have a question about the role? Email us at liam.longstaff-.technology.