Note: The job is a remote job and is open to candidates in USA. Coalition, Inc. is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. They are seeking a Customer Success Associate to provide high-level customer support and service to both prospective and current customers, ensuring they navigate the company's products and services effectively.
Responsibilities
- Respond to inbound questions and requests from prospective and current customers via online live chat, email, and (less frequently) phone
- Ensure prospective and current customers receive timely, accurate assistance from Coalition’s sales, security, insurance, and claims teams by routing and coordinating inquiries as needed
- Educate customers on Coalition’s products, including how to use our online quoting platform (for brokers) and our cybersecurity platform (for insureds)
- Perform administrative insurance functions to support quoting, binding, policy changes, and other key workflows that keep our growth engine running smoothly
- Capture customer feedback, identify recurring pain points, and collaborate with teammates across Coalition to implement organizational and product improvements
- Maintain clear, professional, and empathetic communication in every interaction, ensuring customers feel heard, supported, and confident in working with Coalition
- Ensuring prospective and current customers receive the assistance they need from Coalition’s sales, insurance, security and claims teams
- Answering inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone
- Partner with Team Leads and Operations to identify knowledge gaps, propose training topics, and help translate QA themes into practical coaching or documentation updates
- Support training & onboarding for new and existing customer success team members
- Educating customers on Coalition’s product, as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
- Performing administrative insurance functions to keep our growth engine humming
- Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points
Skills
- Prior experience in a customer support or customer service role, or a strong demonstrated desire to learn and build these skills
- Excellent interactive and communication abilities, both written and verbal, especially in customer-facing environments
- Resourceful, enthusiastic, and comfortable operating in a fast-paced, start-up environment
- Demonstrated ability to learn new tools, processes, and products quickly, with strong attention to detail
- Incredibly positive attitude and a team-first mindset
- 3+ years in a customer-facing support, service, operations, or customer success role, ideally in a high-volume B2B environment
- Demonstrated experience coaching or mentoring peers/new hires in a high-volume customer success, support, or operations environment
- Demonstrated ability to own and resolve complex customer issues end-to-end, exercising sound judgment on when to self-solve vs. escalate
- Strong organizational skills and attention to detail; comfortable working in multiple systems and following structured processes without losing sight of the customer outcome
- Prior insurance experience is a plus
- Experience creating or improving training materials (playbooks, macros, wikis, Looms, or guides) is a strong plus
Benefits
- 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)!
Company Overview