Customer Success Associate

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 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. 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 About the role We are looking for motivated candidates who thrive in a high growth environment to join our customer success team. Candidates in this role will be accountable for providing the highest level of customer support and service to prospective and current customers (which include both insurance brokers quoting on our platform, as well as 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 is an in-office position located in our Provo, UT office or remote if located outside of Utah. Responsibilities Ensuring prospective and current customers receive the assistance they need from Coalition’s sales, insurance, security and claims teams Answering inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone Partner with…