Customer Success Agent

The Role

As a Customer Success Agent, you'll help our small business policyholders get, understand and keep the coverage they need. You'll work in Intercom over phone, email and chat, alongside our AI agent. You'll spend most of your time on conversations that need a person: escalations, policy changes, billing problems and customers at risk of cancelling.

You'll work closely with Agent Support, Underwriting, Billing and Platform Support, and you'll help make our processes, help content and AI better over time.

What You'll Do

• Customer support and escalations

  • Handle incoming phone, email and chat conversations in Intercom, and work through your queue in priority order
  • Pick up conversations that Fin hands off, including negative-sentiment and complex cases, with full context and a clear next step
  • Return voicemails and missed calls promptly, and meet our response-time and resolution targets
  • Escalate issues that need senior staff, Underwriting or Platform Support, with the details they need to act

  Policy servicing

  • Process policy changes, endorsements, cancellations and reinstatements accurately
  • Issue certificates of insurance (COIs) and other policy documents with our internal tools
  • Explain declarations pages, coverage and exclusions in plain language
  • Support new business quotes and applications with Underwriting

  Billing and retention

  • Help customers with billing questions, payment plans, refunds and premium finance accounts
  • Contact customers who get premium-finance cancellation notices (Honor Capital) and help them keep their coverage
  • Tell customers ahead of time about renewals, premium changes and payment dates

  Continuous improvement

  • Keep accurate, complete notes on every conversation in Intercom and our platform
  • Point out gaps in our in-house AI tooling, help write and update Help Center articles
  • Bring recurring issues and customer feedback to team reviews
  • Take part in quality reviews, training and team meetings, and follow state insurance rules and company policy

Who You Are

• We want thoughtful people who solve problems before they're asked and who want to grow quickly in insurance.

  • 2+ year of customer service, call center or client-facing experience
  • Clear, warm writing and phone skills
  • Organized and detail-oriented enough to manage a busy queue without dropping follow-ups
  • Comfortable with new software, including AI tools, help desks and internal platforms
  • Curious about how things work and willing to suggest improvements
  • Enjoys working with small business owners and learning their businesses

Nice to Have

• • An Ohio Property & Casualty license, or willingness to get one (we'll support you through licensing)
  • Experience with commercial insurance
  • Experience with Intercom or a similar help desk
  • Experience writing help articles or training material

Why Authentic 

• A fast path to grow in insurance, with room to move into lead, agent support or program roles
• Hands-on work with modern support tools and AI, not legacy systems
• A small team where your ideas shape how we serve customers
• Support for licensing, plus ongoing training
• We value a diverse, inclusive workplace and each person's individual impact