Customer Success Team Lead

Summary

Join Coalition's Customer Success Team as a Team Lead and oversee a team dedicated to achieving top-tier customer satisfaction. You will mentor team members, implement strategies to enhance service quality, and manage daily operations. This role demands strong leadership, a deep understanding of customer service best practices, and a passion for improving customer experiences. You will lead, coach, and mentor a team, monitor performance, and work within Coalition systems to expedite requests. The position also involves process improvement, team motivation, and providing training and support to team members.

Requirements

• Strong leadership and team management skills
• Minimum of 3-5 years of experience in a customer service role, with interest in managing a small team
• 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!

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

Preferred Qualifications

Knowledge of the insurance industry is a plus

Benefits

• 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