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Customer Success Team Lead
| Company | Coalition |
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| Location | Provo, UT, USA |
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| Salary | $57000 – $60000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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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.
- Knowledge of the insurance industry is a plus
- 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
