Customer Success Associate

About the role

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 an in-office position located in our Provo, UT office or remote if located outside of Utah.

Responsibilities

• Respond to inbound questions and requests from prospective and current customers via online live chat, email, and (less frequently) 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.

Skills and Qualifications

• Prior experience in a customer support or 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.
• Prior insurance experience is not required, but is a plus.
• Incredibly positive attitude and a team-first mindset.

Compensation

Our compensation reflects the cost of labor across several US geographic markets. The US base salary for this position ranges from $40,000/year in our lowest geographic market up to $50,000/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, Wellhub, and more)!
• Competitive compensation and opportunity for advancement