Job description
About us
Coalition is the world’s first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks.
Opportunities to make an impact with bold thinking are real—and happening daily at Coalition.
About the role
Coalition’s Insurance business achieves its objectives through five integrated teams (business development, risk engineering, claims, customer success, and partnerships). Reporting to the Head of Customer Success, the Customer Success Team Lead is responsible for managing the efforts of our customer success associates and managers to achieve the best outcomes for Coalition’s Customer Success Team.
As the Customer Success Team Lead, you will be responsible for overseeing and guiding a customer success team to ensure the highest level of customer satisfaction. You will play a key role in managing daily operations, mentoring team members, and implementing strategies to improve service quality and efficiency. This position requires strong leadership skills, a deep understanding of customer service best practices, and a passion for enhancing the customer experience.
Responsibilities
- Lead, coach, and mentor a regional team of customer success representatives to achieve performance targets and provide exceptional service
- Monitor and evaluate team performance, providing regular feedback and conducting performance reviews
- Work within Coalition systems to expedite requests received from our broker partners and policyholders, to ensure timely response and processing
- Partner with other Customer Success Team Leads to improve processes, motivate teams, and ensure we are achieving effective servicing
- Engage in training and answering questions from team members to help them perform their jobs as efficiently and effectively as possible.
- Hold regular team meetings to ensure the team is abreast on recent changes and track KPIs
- Analyze customer service metrics and identify areas for improvement
- Respond to inbound questions and requests from current customers over online live chat, e-mail, and (much less frequently) by phone
- Effectively manage (and/or escalate for resolution) non-standard or challenging requests to ensure outstanding levels of broker and policyholder success
- Ensure that your team gives current customers the support they need from Coalition’s sales, security, insurance, and claims teams to ensure they renew their business
- Identify and drive opportunities for improved efficiencies and operational discipline to achieve high levels of broker satisfaction with the various servicing processes.
- Coordinate with the rest of the Coalition team to implement organizational and product changes that mitigate broker pain points
Skills and Qualifications
- Strong leadership and team management skills
- Minimum of 3-5 years of experience in a customer service role, with interest in managing a small team.
- Knowledge of the insurance industry is a plus
- Excellent communication and interpersonal skills
- Ability to handle high-pressure situations and make sound decisions quickly
- Resourceful, ambitious, and desire to operate in a fast-paced, start-up environment – if you’re looking for an opportunity to learn and expand your skill set, this is the place
- Incredibly positive attitude. Attitude overcomes all!
Compensation
Our compensation reflects the cost of labor across several US geographic markets. The US base salary for this position ranges from $57,000/year in our lowest geographic market up to $60,000/year in our highest geographic market. Consistent with applicable laws, an employee’s pay within this range is based on a number of factors, which include but are not limited to relevant education, skills, job-related knowledge, qualifications, work experience, credentials, and/or geographic location. Your recruiter can share more on target salary for your location during the interview process. Coalition, Inc. reserves the right to modify this range as needed.
Perks
- 100% medical, dental and vision coverage
- Flexible PTO policy
- Annual home office stipend and WeWork access
- Mental & physical health wellness programs (One Medical, Headspace, Wellhub, and more)!
- Competitive compensation and opportunity for advancement
Why Coalition?
Work at Coalition is centered on the joint mission to Protect the Unprotected. We have built a remote-first, highly inclusive culture that welcomes people from diverse backgrounds. We trust each other to take responsibility, share ownership of outcomes, and put in the work together to protect businesses from digital risk. Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes while remaining true to our founding values of character, humility, responsibility, purpose, authenticity, and inclusion.
We’re always looking for collaborative, inquisitive individuals to join #OurCoalition.
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Privacy Notice
Coalition is committed to protecting your privacy and handling your personal information responsibly. We collect, use, and store personal information as necessary for the recruitment process and in compliance with applicable privacy laws and regulations in all regions where we operate. We want you to understand what personal information we collect, how we use it, and your rights regarding access, correction, and deletion of your data where applicable. Information submitted, collected, and processed as part of your application is subject to Coalition’s Privacy Policy. For further details, please review our full Privacy Policy or contact us with any questions regarding how your information is handled.
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Anti-Discrimination Notice
Coalition is proud to be an Equal Opportunity employer. Our policy is to provide equal employment opportunities to all individuals, without discrimination or harassment on the basis of any characteristic protected by applicable laws in each country where we operate. This commitment includes, but is not limited to, ensuring equal treatment in recruitment, selection, training, promotion, transfer, compensation, and all other aspects of employment. Coalition does not tolerate discrimination or harassment of any kind, and we are dedicated to fostering an inclusive and supportive workplace.
Accommodations
Coalition is committed to providing reasonable accommodations to qualified individuals with disabilities, including applicants and employees, in accordance with applicable laws and regulations in each country where we operate. Our policy is to support equal opportunity in the hiring process by considering qualified applicants regardless of disability or other protected characteristics, unless providing accommodation would impose an undue hardship or disproportionate burden. If you require accommodation to complete an application, interview, pre-employment testing, or participate in the selection process, please contact us at [email protected]. We also consider all qualified applicants, including those with criminal histories, in line with applicable laws and regulations in each jurisdiction.
To all potential candidates: Coalition primarily does not use third-party recruiting services. Potential candidates will only be contacted by Coalition, Inc. during the recruitment process. You can always verify any opportunity on our official careers page http://www.coalitioninc.com/careers.
To all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. Coalition is not responsible for any fees related to unsolicited resumes.
