Customer Success Manager

Coalition; United States; Remote; USD 56,000 - 86,000; Full time

Benefits offered by this job

Medical coverage

Life insurance & holidays

Annual home office stipend

7% pension contribution

Wellness programs like Headspace

Job summary

Coalition is the world’s first Active Insurance provider helping prevent digital risk. We’re seeking motivated candidates for our Customer Success team to support brokers and policyholders from a remote UK base.

The role focuses on education, service, and administrative workflows to drive growth and protect customers. You will work with cross-functional teams—sales, security, insurance, and claims—while delivering exceptional, empathetic support and learning our products and tools quickly in a

Qualifications

• Experience in a P&C insurance customer support role or strong interest to learn.
• Excellent written and verbal communication for customer-facing work.
• Comfortable operating in a fast-paced startup environment and learning new tools quickly.
• Ability to understand and utilise AI tools to support productivity.
• Strong prioritisation of high-volume requests while maintaining quality.

Responsibilities

• Respond to inbound questions from prospective and current customers via online live chat, email, and phone.
• Coordinate inquiries with Coalition’s sales, security, insurance, and claims teams to ensure timely help.
• Educate customers on Coalition’s products, including how to use the quoting platform for brokers and cybersecurity platform for insureds.
• Perform administrative insurance functions to support quoting, binding, policy changes, and other key workflows.
• Capture customer feedback, identify recurring pain points, and collaborate on product/process improvements.
• Maintain clear, professional, and empathetic communication in every interaction.

Skills

P&C insurance customer support

Excellent communication

Fast-paced startup environment

Learning new tools

AI tool usage

High-volume handling

Multilingual

Team-first mindset

Job description

Описание: 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. 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

Задачи:

• 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

Требования:

• 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.

Условия:

• 100% medical coverage, including outpatient care
• Life insurance 25+ paid holidays
• Annual home office stipend
• 7% employer pension contribution
• Mental and physical health wellness programs like Headspace, Wellhub
• Competitive compensation and opportunity for advancement

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. Visit our Newsroom >