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Customer Success Team Lead

Coalition

Coalition

Customer Service, Sales & Business Development
provo, ut, usa
Posted on Jul 25, 2024

About us

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines broad insurance coverage with a digital risk assessment and continuous security monitoring to help organizations protect themselves in today’s hyper-connected world.

Opportunities to make an impact with bold thinking are real - and happening daily.

About the role

As the Customer Success Team Lead, you will be responsible for overseeing and guiding a customer success team to ensure the highest level of customer satisfaction. You will play a key role in managing daily operations, mentoring team members, and implementing strategies to improve service quality and efficiency. This position requires strong leadership skills, a deep understanding of customer service best practices, and a passion for enhancing the customer experience.

Responsibilities

  • Lead, coach, and mentor a regional team of customer success representatives to achieve performance targets and provide exceptional service
  • Monitor and evaluate team performance, providing regular feedback and conducting performance reviews
  • Work within Coalition systems to expedite requests received from our broker partners and policyholders, to ensure timely response and processing
  • Partner with other Customer Success Team Leads to improve processes, motivate teams, and ensure we are achieving effective servicing
  • Engage in training and answering questions from team members to help them perform their jobs as efficiently and effectively as possible.
  • Hold regular team meetings to ensure the team is abreast on recent changes and track KPIs
  • Analyze customer service metrics and identify areas for improvement
  • Respond to inbound questions and requests from current customers over online live chat, e-mail, and (much less frequently) by phone
  • Effectively manage (and/or escalate for resolution) non-standard or challenging requests to ensure outstanding levels of broker and policyholder success
  • Ensure that your team gives current customers the support they need from Coalition’s sales, security, insurance, and claims teams to ensure they renew their business
  • Identify and drive opportunities for improved efficiencies and operational discipline to achieve high levels of broker satisfaction with the various servicing processes.
  • Coordinate with the rest of the Coalition team to implement organizational and product changes that mitigate broker pain points

Skills and Qualifications

  • Minimum of 3-5 years of experience in a customer service role, with at least 2 years in a supervisory or leadership position
  • Strong leadership and team management skills
  • Excellent communication and interpersonal skills
  • Ability to handle high-pressure situations and make sound decisions quickly
  • Resourceful, ambitious, and desire to operate in a fast-paced, start-up environment – if you’re looking for an opportunity to learn and expand your skill set, this is the place
  • Incredibly positive attitude. Attitude overcomes all!

Bonus Points

  • Knowledge of the insurance industry is a plus

Compensation

Our compensation reflects the cost of labor across several US geographic markets. The US base salary for this position ranges from $56,000/year in our lowest geographic market up to $66,000/year in our highest geographic market. Consistent with applicable laws, an employee's pay within this range is based on a number of factors, which include but are not limited to relevant education, skills, job-related knowledge, qualifications, work experience, credentials, and/or geographic location. Your recruiter can share more on target salary for your location during the interview process. Coalition, Inc. reserves the right to modify this range as needed.

Perks

  • 100% medical, dental and vision coverage
  • Flexible PTO policy
  • Annual home office stipend and WeWork access
  • Mental & physical health wellness programs (One Medical, Headspace, Gympass, and more)!
  • Competitive compensation and opportunity for advancement

Why Coalition?

We’re a remote-first, mission-driven team committed to building a more inclusive culture with people of all different backgrounds. We trust our team members to take responsibility, share ownership, and put in the work to help us in our pursuit to solve digital risk.

Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes and remain 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 >

Privacy Notice

Coalition is committed to protecting your privacy. We want you to understand what personal information we collect and how we use it. We also want you to understand your options regarding our collection, use, and disclosure of such information and your ability to access and correct such information. As the leading provider of active insurance, Coalition is required to adhere to certain local regulations, including U.S. federal and state laws that protect your information and our use and disclosure of it.

Information submitted, collected, and processed as part of your application is subject to Coalition's Privacy Policy.

Anti-Discrimination Notice

Coalition is proud to be an Equal Opportunity employer. It is our policy to provide equal opportunity to all individuals seeking employment without regard to race, color, religion, religious creed, national origin, age, sex, marital status, ancestry, physical or mental disability, military or veteran status, gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, or any other protected category under federal, state, or local law. We also prohibit harassment or discrimination of applicants based on the above-protected categories. This policy covers all aspects of employment, including but not limited to, recruitment, selection, training, promotion, transfer, compensation, demotion, and termination of employment.

Accommodations

Coalition complies with US federal and state disability laws. Our policy is to provide reasonable accommodations to qualified individuals with disabilities, including applicants and employees unless the accommodation imposes an undue hardship. Contact us by emailing candidateaccommodations@coalitioninc.com if you require reasonable accommodation to complete this application, interview, pre-employment testing, or participating in the employee selection process.

We consider qualified applicants, regardless of criminal histories, consistent with legal requirements.

To all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. Coalition is not responsible for any fees related to unsolicited resumes.