Customer Success Agent

Authentic•Dayton, OH

About The Position

Authentic is a tech-enabled managing general agent that designs and runs insurance programs for specific kinds of businesses. Its programs run on a proprietary platform built by engineers and insurance experts. The Customer Success Agent helps small-business policyholders obtain, understand, and keep the coverage they need. The role handles customer conversations through Intercom by phone, email, and chat, working alongside an AI agent and focusing especially on escalations, policy changes, billing issues, and customers at risk of cancelling. The agent collaborates with Agent Support, Underwriting, Billing, and Platform Support, and contributes to improving processes, help content, and AI tools. The role also supports policy servicing, including changes, endorsements, cancellations, reinstatements, certificates of insurance, and policy documents. Agents explain coverage and policy documents in plain language, assist with quotes and applications, address billing and payment concerns, and communicate about renewals, premium changes, and payment dates. They maintain accurate conversation notes, share recurring customer feedback, participate in quality reviews and training, and follow state insurance rules and company policy.

Requirements

At least 2 years of customer service, call center, or client-facing experience.
Clear, warm writing and phone skills.
Organization and attention to detail sufficient to manage a busy queue and 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 with company support.
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, with full context and 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 information 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 partnership with Underwriting.
Help 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.
Notify 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.