Customer Success Agent

The role

You will help small business policyholders get, understand, and keep coverage. You will work in Intercom via phone, email, and chat to handle escalations, policy changes, billing, and retention.

What you will do

• Handle incoming phone, email and chat conversations in Intercom
• Pick up conversations handed off by Fin, including negative-sentiment and complex cases
• Return voicemails and missed calls promptly
• Escalate issues to senior staff, Underwriting or Platform Support
• Process policy changes, endorsements, cancellations and reinstatements
• Issue certificates of insurance and other policy documents
• Explain declarations pages, coverage and exclusions
• Support new business quotes and applications with Underwriting
• Help customers with billing questions, payment plans, refunds and premium finance accounts
• Contact customers who get premium-finance cancellation notices

Required qualifications

• 2+ year of customer service, call center or client-facing experience
• Clear, warm writing and phone skills
• Organized and detail-oriented
• Comfortable with new software, including AI tools, help desks and internal platforms

Nice to have

• An Ohio Property & Casualty license, or willingness to get one
• Experience with commercial insurance
• Experience with Intercom or a similar help desk
• Experience writing help articles or training material

Benefits

• Competitive salary, equity, and role trajectory
• Comprehensive health benefits for you and your family
• 401(k) plan with company match
• Unlimited PTO
• Paid parental leave
• Support for licensing, plus ongoing training

About the company

Authentic is a tech-enabled MGA that designs and runs insurance programs for specific kinds of businesses. They build their own platform and have grown to 80+ people since founding in 2022.