Customer Success Advocate — B2B Onboarding & Support

Coalition, Inc.; United States; Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health coverage

Flexible PTO

Home office stipend

WeWork access

Wellness programs

Job summary

Coalition, Inc. is seeking a motivated Customer Success professional to join our in-office Provo, UT team or work remotely from outside Utah.

You will deliver exceptional support to brokers and policyholders, train teammates, and help customers navigate our quoting and cybersecurity platforms. You will collaborate with sales, insurance, security and claims teams, document best practices, and contribute to scalable processes in a fast-growing startup environment.

Qualifications

• 3+ years in a customer-facing support, service, operations, or customer success role in a high-volume B2B environment.
• Experience coaching or mentoring peers/new hires in a high-volume customer success, support, or operations environment.
• Experience creating or improving training materials (playbooks, macros, wikis, Looms, or guides).
• Prior insurance experience is a plus, but not required; strong ability to ramp quickly.
• Demonstrated ability to own and resolve complex customer issues end-to-end.
• Excellent written and verbal communication in customer-facing roles.
• Strong organizational skills and detail orientation; able to work across multiple systems.
• Positive attitude and startup mindset.

Responsibilities

• Provide top-tier customer support to prospective and current Coalition customers across sales, insurance, security, and claims teams.
• Respond to live chats, emails, and calls; guide customers to solutions and stay within service standards.
• Identify knowledge gaps and help translate QA themes into coaching or documentation updates.
• Support training and onboarding for new and existing team members.
• Educate customers on Coalition’s products and how to use our quoting and cybersecurity platforms.
• Handle administrative insurance tasks to support business growth.
• Collaborate with the team to implement product changes that reduce customer pain points.

Skills

Customer support

Coaching peers

Training materials

Communication

Problem solving

CRM systems

Tools

Looms

Macros

Job description

Coalition, Inc. is seeking a motivated Customer Success professional to join our in-office Provo, UT team or work remotely from outside Utah.

You will deliver exceptional support to brokers and policyholders, train teammates, and help customers navigate our quoting and cybersecurity platforms. You will collaborate with sales, insurance, security and claims teams, document best practices, and contribute to scalable processes in a fast-growing startup environment.