Customer Success Assistant at Incourage

  • Full Time
  • Nairobi


About the Customer Success Assistant role

The Customer Success Assistant will be involved in a proactive and client-focused approach, aiming to build long-term relationships and ensure clients feel supported throughout their insurance journey, responsible for handling questions, comments, and complaints regarding the Incourage platform.

The successful candidate will be ideally required to start ASAP.

Duties and Responsibilities

  • Engaging in proactive communication with the Insurance Agency via WhatsApp regarding underwriting issues.
  • Promptly responding to inquiries from the Insurance Agency and Agent Leaders, ensuring thorough and helpful answers.
  • Ensuring swift extension and renewal of policies, maintaining excellent Turnaround Time (TAT).
  • Providing daily support to users on how to effectively utilize the app.
  • Compiling and prioritizing feedback from agents to create a backlog for continuous improvement of the Incourage app.
  • Collaborating closely with the product team to enhance the Incourage app, promptly conveying user feedback in a constructive and courteous manner.


  • This job description outlines primary responsibilities and reflects the proactive approach expected from team members. Additional duties may be assigned as required to meet organizational needs.

Requirements for the role

  • A bachelor’s degree in business, finance, insurance, marketing, or a related field is preferred.
  • Possess a minimum of 1 year of experience as an Underwriter in an insurance company or Brokerage/agency.
  • Demonstrate a strong passion for enhancing customer experience.
  • Exhibit enthusiasm for collaborative efforts in improving the application.
  • A solid understanding of the insurance industry, including different types of insurance products, coverage options, and basic principles of risk management.
  • Previous experience in customer service, account management, or a related field is preferred. Experience in the insurance industry is necessary.
  • Strong communication skills, both written and verbal, are crucial. The ability to analyze and solve problems efficiently.
  • A customer-centric mindset with a genuine commitment to providing excellent service.
  • Strong organizational skills to manage client portfolios, track communications, and ensure that policy renewals and other deadlines are met.
  • Familiarity with customer relationship management (CRM) software and other relevant tools used in the insurance industry.
  • Awareness and understanding of insurance regulations and compliance requirements to ensure that all interactions and policies adhere to legal standards.
  • The ability to adapt to changes in the insurance landscape, including policy updates, industry trends, and regulatory changes.

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