Customer Success Associate – Renewals

About Us

Founded in 2017, Coalition combines cybersecurity and insurance to help organizations prevent digital risk before it strikes. Coalition’s Active Insurance policies combine traditional coverage with a digital risk assessment and monitoring technology to help small and medium-sized businesses protect themselves in today’s hyper-connected world.

The team at Coalition is made up of cybersecurity and technology experts, as well insurance industry veterans. Our secret sauce is bringing this expertise together to create a world-class organization with a massive technological advantage. Coalition is also backed by leading global insurers like Allianz, Arch Insurance, Lloyd’s of London, Swiss Re and  Zurich North America. Today, Coalition is one of the world’s largest commercial insurtech serving over 160,000 customers.

In June 2022, Coalition closed an additional $250 million in Series F Funding to accelerate its rapid growth at a time when many other companies struggled to find funding.  This latest funding validated that Coalition is building a long-term business that can deliver profitable growth with a clear strategic advantage. 

Coalition has experienced tremendous growth by helping organizations of all sizes solve real-world problems and by remaining true to our founding values of character, humility, responsibility, purpose, authenticity and inclusion. We are proud to have been named among Inc.’s Best Workplaces of 2021 and one of Fast Company’s most innovative companies for 2022.

About the Role

We are looking for motivated candidates who thrive in a high growth environment to join our customer success team focused on Renewals. Candidates in this role will be accountable for providing the highest level of customer support and service to our existing customers (which include both insurance brokers quoting on our platform, as well as to our policyholders). We believe 100% that if our customers win, we win. Ideal candidates for the role will have demonstrated experience effectively finding a solution to customer needs in an intricate, rapidly growing business – from basic company and product education, to administrative and transaction assistance. Pair that with an incredibly positive attitude, and a drive to help others, then you’re someone we’d love to speak to!

This position can be based anywhere in the Phoenix, Arizona metro area or in Provo, Utah on a hybrid work model.

Responsibilities

• Answering to inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone
• Ensuring current customers receive the assistance they need from Coalition’s sales, security, insurance, and claims teams
• Partnering with Territory Renewal Leads to ensure appropriate prioritization and focus is given to upcoming renewals
• Effectively maintaining queues and work dashboards to answer customers on a timely basis
• Educating customers on Coalition’s product, as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
• Performing administrative insurance functions to keep our growth engine humming
• Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points

Skills and Qualifications

• Prior experience in a customer support/customer service role or a strong desire to learn
• Excellent interactive and communication capabilities, both written and verbal, especially in customer-facing roles
• Resourceful, enthusiastic, and desire to operate in a 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

• 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
• Coalition’s individual pay is determined on several factors, including but not limited to, location, level, skills and experience. The US base salary range for this full-time position is $40,000 – $55,000, and your recruiter can share more on target salary for your location during the interview process.

Why Coalition? 

We’re a highly fulfilling, mission-driven team who is committed to building a more diverse and inclusive culture. We want to work with people of all different backgrounds and paths in life, and we trust our team members to take responsibility, share ownership and put in the work, no matter how small the task. We are always looking for collaborative, inquisitive and dedicated individuals to join #OurCoalition and help us on our mission to solve digital risk.