Customer Success Agent

Authentic•New York, NY

About The Position

As a Customer Success Agent at Authentic, you will help small-business policyholders obtain, understand, and maintain the insurance coverage they need. You will support customers through phone, email, and chat in Intercom, working alongside the company’s AI agent. Much of the role focuses on conversations requiring human attention, including escalations, policy changes, billing problems, and customers at risk of cancelling. You will collaborate with Agent Support, Underwriting, Billing, and Platform Support. You will also contribute to improving processes, help content, and AI tools. The role offers opportunities to grow in insurance and potentially move into lead, agent support, or program roles. Authentic supports licensing and ongoing training. Authentic is a tech-enabled managing general agent that designs and operates insurance programs for specific types of businesses. The company builds its own platform, with engineers and insurance experts working in New York and Dayton, Ohio. Founded in 2022, Authentic has grown to more than 80 people and is a Series A company.

Requirements

At least 2 years of customer service, call center, or client-facing experience.
Clear, warm writing and phone communication skills.
Organization and attention to detail sufficient to manage a busy queue and track follow-ups.
Comfort with new software, including AI tools, help desks, and internal platforms.
Curiosity about how things work and willingness to suggest improvements.
Enjoyment of working with small-business owners and learning about their businesses.

Nice To Haves

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

Responsibilities

Handle incoming phone, email, and chat conversations in Intercom and work through the queue in priority order.
Take over conversations handed off by Fin, including negative-sentiment and complex cases, using the available context and identifying a clear next step.
Return voicemails and missed calls promptly and meet response-time and resolution targets.
Escalate issues requiring senior staff, Underwriting, or Platform Support, providing the details needed to act.
Process policy changes, endorsements, cancellations, and reinstatements accurately.
Issue certificates of insurance and other policy documents using internal tools.
Explain declarations pages, coverage, and exclusions in plain language.
Support new-business quotes and applications in coordination with Underwriting.
Assist customers with billing questions, payment plans, refunds, and premium-finance accounts.
Contact customers who receive premium-finance cancellation notices from Honor Capital and help them keep their coverage.
Inform customers in advance about renewals, premium changes, and payment dates.
Keep accurate, complete notes on every conversation in Intercom and the company platform.
Identify gaps in in-house AI tooling and help write and update Help Center articles.
Bring recurring issues and customer feedback to team reviews.
Participate in quality reviews, training, and team meetings, and follow state insurance rules and company policy.