Customer Success Manager, UK

Coalition - UK; Greater London; Remote; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Medical coverage

Life insurance

25+ days holidays

Annual home office stipend

Wellness programs (Headspace/Wellhub)

Job summary

Coalition is hiring for a Customer Success role in a remote UK position. You will deliver high-quality support to prospective brokers and policyholders, guiding them through quoting and our cybersecurity platform while coordinating with internal teams to ensure smooth insurance workflows.

The role emphasizes clear communication, quick learning, and a collaborative, customer-first approach in a fast-growing, remote-first company. A multilingual candidate with strong service orientation will excel.

Qualifications

• Experience in a P&C insurance customer support role or strong interest to learn and build these skills.
• Excellent written and verbal communication in customer-facing environments.
• Comfortable in a fast-paced startup environment with high growth.

Responsibilities

• Answer inbound questions from prospective and current customers via live chat, email, and phone.
• Coordinate with sales, security, insurance and claims teams to provide timely assistance.
• Educate customers on Coalition’s products and quoting platform for brokers, and cybersecurity platform for insureds.
• Perform administrative insurance tasks to support quoting, binding, policy changes, and workflows.
• Capture feedback and identify pain points to drive product and process improvements.
• Maintain professional and empathetic communication in all interactions.

Skills

P&C insurance knowledge

Excellent communication

Fast-paced startup mindset

AI tools utilization

Multilingual: German/Spanish/Italian/F

Prior customer support

Job description

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

We are looking for motivated candidates who thrive in a high-growth environment to join our Customer Success team. In this role, you will be accountable for providing the highest level of customer support and service to both prospective and current customers, including insurance brokers quoting on our platform and our policyholders.

We believe that when our customers win, we win. You’ll be on the front lines helping customers navigate an intricate, rapidly growing business – from basic company and product education to administrative and transaction support. If you combine a track record of solving customer needs with an incredibly positive attitude and a genuine drive to help others, we’d love to talk with you.

This is a remote position than can be performed anywhere within the UK

Responsibilities

• Respond to inbound questions and requests from prospective and current customers via online live chat, email, and 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.
• Become a Platform Expert Broker IQ & Coalition Control

Skills and Qualifications

• Prior experience in an P&C insurance customer support or P&C insurance 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.
• Ability to understand and utilise AI tools to support productivity and efficiency.
• Ability to prioritise a high volume of requests, balancing urgency, customer impact, and service commitments.
• Strong preference for muti-lingual candidates, with fluency in German, Spanish, Italian or French
• Incredibly positive attitude and a team-first mindset.
• 100% medical coverage, including outpatient care
• Life insurance
• 25+ paid holidays
• Annual home office stipend
• Mental and physical health wellness programs like Headspace, Wellhub
• 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.

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.

All legitimate communication from Coalition comes from @coalitioninc.com emails, and open roles are listed only on our Careers page . We never ask for payment, banking details, or personal identification before an offer is accepted through our secure systems. If you believe you’ve been a victim of fraudulent recruiting, follow guidance from the Federal Trade Commission (FTC).

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 [e-mail] . We also consider all qualified applicants, including those with criminal histories, in line with applicable laws and regulations in each jurisdiction.