Customer Success Manager

Coalition, Inc.; United States; Remote; USD 54,000 - 80,000; Full time

Benefits offered by this job

100% medical coverage

Life insurance

Annual home office stipend

7% employer pension contribution

Wellness programs (Headspace, Wellhub)

Job summary

Coalition is seeking a Customer Success professional for a remote UK position. You will support prospective and current customers across live chat, email, and phone, coordinating with sales, security, insurance, and claims teams to ensure timely, accurate assistance.

You will educate customers on Coalition’s products, including the online quoting platform for brokers and the cybersecurity platform for insureds, while performing essential administrative insurance tasks to keep our growth engine

Qualifications

• Prior experience in P&C insurance customer support or a strong willingness to learn P&C insurance.
• Excellent written and verbal communication in customer-facing environments.
• Comfortable operating in a fast-paced startup environment.
• Ability to learn new tools, processes and products quickly with strong attention to detail.
• Ability to use AI tools to support productivity and efficiency.

Responsibilities

• Respond to inbound questions from prospective and current customers via live chat, email, and phone.
• Route inquiries to Coalition’s sales, security, insurance, and claims teams to ensure timely assistance.
• Educate customers on Coalition’s products, including quoting and cybersecurity platforms.
• Perform administrative insurance tasks to support quoting, binding, policy changes, and workflows.
• Capture customer feedback and collaborate on product and process improvements.
• Maintain clear, professional, empathetic communication in every interaction.

Skills

Clear communication

Multilingual preferred

Fast-paced environment

Customer focus

Problem solving

Tools

CRM software

Live chat platforms

Quoting platform

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 >