Customer Success Operations Leader

2 weeks ago


Provo, Utah, United States Coalition Full time
About Coalition

Coalition stands as the premier provider of Active Insurance, dedicated to preemptively addressing digital risks. Established in 2017, Coalition merges extensive insurance coverage with ongoing digital risk evaluations and security monitoring, empowering organizations to safeguard themselves in an increasingly interconnected environment.

Role Overview

In the capacity of Customer Success Team Lead, you will take charge of supervising and directing a customer success team, ensuring optimal customer satisfaction levels. Your role will be pivotal in managing day-to-day operations, mentoring team members, and executing strategies aimed at enhancing service quality and operational efficiency. This position demands robust leadership capabilities, a thorough comprehension of customer service best practices, and a commitment to elevating the customer experience.
Key Responsibilities
  • Guide, coach, and mentor a regional team of customer success representatives to meet performance objectives and deliver outstanding service.
  • Assess and monitor team performance, providing constructive feedback and conducting performance evaluations.
  • Utilize Coalition systems to streamline requests from broker partners and policyholders, ensuring prompt responses and processing.
  • Collaborate with fellow Customer Success Team Leads to refine processes, inspire teams, and guarantee effective service delivery.
  • Engage in training sessions and address inquiries from team members to enhance their job performance.
  • Conduct regular team meetings to keep the team informed about recent updates and track key performance indicators (KPIs).
  • Analyze customer service metrics to pinpoint areas for enhancement.
  • Respond to incoming inquiries and requests from existing customers via online live chat, email, and occasionally by phone.
  • Manage and escalate non-standard or complex requests to ensure exceptional levels of broker and policyholder satisfaction.
  • Ensure your team provides current customers with the necessary support from Coalition's sales, security, insurance, and claims teams to facilitate business renewals.
  • Identify and implement opportunities for increased efficiency and operational discipline to achieve high levels of broker satisfaction with service processes.
  • Coordinate with the broader Coalition team to enact organizational and product modifications that alleviate broker challenges.
Qualifications
  • 3-5 years of experience in a customer service capacity, with a minimum of 2 years in a supervisory or leadership role.
  • Strong leadership and team management capabilities.
  • Exceptional communication and interpersonal skills.
  • Ability to navigate high-pressure situations and make informed decisions swiftly.
  • Resourceful, driven, and eager to thrive in a dynamic, start-up atmosphere.
  • A consistently positive attitude is essential.
Preferred Qualifications
  • Familiarity with the insurance sector is advantageous.
Compensation and Benefits

Our compensation structure reflects labor costs across various U.S. geographic markets. The base salary for this role ranges from $56,000 to $66,000 annually, depending on geographic location and other relevant factors.
Perks
  • Comprehensive medical, dental, and vision coverage.
  • Flexible paid time off policy.
  • Annual home office stipend and access to co-working spaces.
  • Mental and physical health wellness programs.
  • Competitive salary with opportunities for career advancement.
Why Choose Coalition?

We are a remote-first, mission-driven organization committed to fostering an inclusive culture with diverse backgrounds. We empower our team members to take ownership and contribute to our mission of addressing digital risk.

Coalition's remarkable growth is a testament to our ability to tackle real-world challenges for organizations of all sizes while adhering to our core values of character, humility, responsibility, purpose, authenticity, and inclusion.

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