Lead Product Support Analyst
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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 people—providing the tools, support, and opportunities they need to grow and succeed.
We don’t just make bold promises—we 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 tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience ensures you feel welcomed and supported from the moment you accept our offer to join the company.
Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity
Insurity’s Next Lead Product Support Analyst
Insurity’s next Lead Product Support Analyst will be a senior member of the Product Support team who leads the triage and resolution of complex customer issues across Insurity products. They will coordinate day‑to‑day support activities, drive quality and efficiency in our ticketing and data maintenance processes and serve as a key point of escalation for critical client incidents. This person will also mentor other team members and champion continuous improvement in how we support our customers.
What Our Lead Product Support Analyst Will Do
- Lead the triage of all incoming tickets, including properly identifying billable work.
- Provide and manage day‑to‑day support and troubleshoot medium to high‑complexity customer issues and requests.
- Escalate resolution of system and platform failures (e.g., VMGA, Sure Submission Gateway) that block quoting, binding, and issuance, communicating with the client as needed.
- Able to communicate clearly and professionally with customers through written channels (email, ticketing, collaboration tools) and, on rare occasions, by phone when direct conversation is the most effective way to resolve an issue.
- Assist other team members with urgent binding, issuance, endorsement, and renewal issues to keep business moving.
- Troubleshoot complex policy, rating, premium, tax, and fee discrepancies.
- Act as a primary escalation point for large, high‑touch accounts, notably key strategic clients.
- Manage non‑standard, case‑specific exceptions that require investigation and sound judgment.
- Coordinate fixes across systems, configurations, contracts, forms, and integrations in partnership with other teams.
- Handle targeted user‑access issues when they directly impact production.
- Update the workflow management system and customer‑facing tools with the most current ticket information and assist with periodic quality audits.
- Administer the knowledge base to ensure relevant information is captured and encourage regular participation from team members.
- Lead and/or participate in functional root‑cause analysis, including coaching and aiding team members.
- Contribute and implement continuous‑improvement ideas to reduce customer dependency on support for low added‑value incidents, improve quality, and enhance service levels.
- Support the monitoring and delegation of work from the queues as needed.
- Provide mentorship, leadership, and training to team members so they can independently handle increasingly complex issues.
- Stay up to date on industry and job‑related trends and best practices, including reading relevant publications, articles, and blogs.
- Stay abreast of current technology in Insurity products, design changes, and new products offered.
- Work effectively with other departments when submitting customer feedback on tickets.
- Communicate with the product development team to improve current design or to identify and address potential design problems.
- Based on your primary time zone and local holidays, be flexible in work hours to help the co-located team provide coverage across Asia Pacific, EU, and US East time zones as needed.
- Demonstrate effort, persistence, and speed in taking action to achieve results, energetically working to meet challenges and seize opportunities aligned with Insurity’s business strategy.
- Prepare the team for new customer go‑lives, ensuring readiness of processes, knowledge, and tools.
- Perform other duties as assigned.
Who We’re Looking For
- Experienced support professional with 7+ years in support, development, or consultancy, including 3+ years working with the assigned products.
- Bachelor’s degree in a related field, or equivalent work experience.
- A hands-on team leader who can own complex escalations, coach others, and drive continuous improvement.
- Organized and adaptable, able to manage multiple priorities, plan and prioritize work, and use sound judgment.
- Comfortable working independently and collaboratively and quickly learning new concepts.
- Strong process and documentation skills – can analyze and improve processes and create clear, concise written materials.
- Solid technical skills: Microsoft Word, Excel, PowerPoint, SQL, and programming logic; web-based troubleshooting tools are a plus.
- Deep knowledge of Insurity products and how they work from both an insurance and technical perspective.
- Nice to have: AINS 101 and AINS 103 certifications.
What’s In It For U
Work Where You Thrive
Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
Living Our Values Every Day
Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
Grow Your Career from Within
We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Insurity Podcasts
Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.
We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps. Along with the benefits listed above, the career level salary range for this role is 62000 - 97000 GBP. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.
Insurity is proud to be an Equal Opportunity Employer
We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.
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