Job description
The team at Coalition is made up of cybersecurity and technology experts, as well insurance industry veterans. Our secret sauce is bringing this expertise together to create a world-class organization with a massive technological advantage. Coalition is also backed by leading global insurers like Allianz, Arch Insurance, Lloyd's of London, Swiss Re and Zurich North America, Today, Coalition is one of the world's largest commercial insurtech serving over 160,000 customers.
In June 2022, Coalition closed an additional $250 million in Series F Funding to accelerate its rapid growth at a time when many other companies struggled to find funding. This latest funding validated that Coalition is building a long-term business that can deliver profitable growth with a clear strategic advantage.
Coalition has experienced tremendous growth by helping organizations of all sizes solve real-world problems and by remaining true to our founding values of character, humility, responsibility, purpose, authenticity and inclusion. We are proud to have been named among Inc.'s Best Workplaces of 2021 and one of Fast Company's most innovative companies for 2022.
About The Role
As a Zendesk Operational Efficiencies Manager you have the opportunity to sit as a subject matter expert for Zendesk and oversee the system administration and ongoing management of this critical customer relationship management platform. You will utilize your broad knowledge of standards, procedures and guidelines on diverse system environments to improve broker and policyholder experiences, and drive efficiency and process improvement.
This position is focused on providing technical administration support for business tools and applications for the operations on Zendesk's CRM application. The Administrator will be responsible for coordinating new features and functionality, working with internal customers on customization projects, and resolving technical issues in support of expanding our Zendesk CRM adoption. This includes development and support of Zendesk configurations and custom analytics.
Responsibilities
- Partner with Insurance Operations/Efficiencies leadership to continue progress with Coalition's implementation of Zendesk across key business functions
- Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
- Optimize and improve Zendesk workflow (Support, Talk, Chat and Guide modules).
- Manage Zendesk plugins and applications intended to provide user benefits
- Partner with business users and other Coalition resources to develop & design reporting on meaningful metrics for the business
- Serve as Zendesk subject matter expert when exploring efficiencies in communication between Coalition partners that also use Zendesk
- Assist in creating test plans and in coordinating and testing enhancements
- Work cross-functionally to implement new or enhanced features to improve Zendesk
- Assist in developing training materials and training users on the platform
- Build system documentation for Coalition's instance of the system
- Interact with Zendesk contacts directly to drive roadmaps and align support for our growing needs.
Skills and Qualifications
- 5+ years' experience in System Administration.
- Required: 2+ years of experience in Zendesk
- Insurance experience preferred
- Jira experience preferred
- Solid experience translating business requirements into Zendesk design and implementation steps ensuring alignment to standards. This includes proactively guiding the business through feature availability and capabilities.
- Working knowledge of developer tools including Zendesk SDK and API, and experience with Zendesk integrations
- Understanding of how SaaS integrations work
- Strong Project Management, verbal, and written communication skills
- Effective time-management skills and the ability to prioritize work assignments.
- High level of customer focus and service excellence.
- 100% medical, dental and vision coverage
- Flexible PTO policy
- Annual home office stipend and WeWork access
- Mental & physical health wellness programs (One Medical, Headspace, Gympass, and more)!
- Competitive compensation and opportunity for advancement
- Coalition's individual pay is determined on several factors, including but not limited to, location, level, skills and experience. The US base salary range for this full-time position is $80,000 - $160,000, and your recruiter can share more on target salary for your location during the interview process.
#LI-Remote
To learn more, check out our featured press releases:
- Coalition Closes $250 Million in Series F Funding, Valuing the Cyber Insurance Provider at $5 Billion
- Coalition Named to Fast Company's Annual List of of the World's Most Innovative Companies for 2022
- Coalition Launches Active Insurance, Reaches $650M Run Rate GWP
- Coalition launches tech-powered executive risks products with personalized risk assessment for all US small-businesses
For CA residents, please view important privacy information here. For any questions regarding CCPA, please contact us at privacy@coalitioninc.com.
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