Customer Success Representative

Honeycomb Insurance • Chicago, IL

4d • Hybrid

About The Position

Honeycomb Insurance is hiring a Customer Success Representative to serve as the first point of contact for agents and policyholders, answering questions, resolving issues, and providing a positive experience across phone, email, and chat. This is a phone-first role that involves managing call, email, and chat queues throughout the day, with phones as the priority.

The Customer Success Representative will help shape the team's processes and playbooks as Honeycomb grows. The role also supports internal operations and agent onboarding, guides users on Honeycomb's tools and self-service options, and shares customer and agent feedback with the team. The position is hybrid and requires working from Honeycomb's downtown Chicago office Tuesday through Thursday.

Requirements

• At least 1 year of experience in customer service, support, or an insurance-related role.
• Comfort working in a fast-paced environment where tools and processes are evolving.
• Strong problem-solving skills and ability to manage multiple tasks at once.
• Experience with CRM tools.
• Excellent written and verbal communication skills and strong attention to detail.
• Ability to listen actively, empathize, and de-escalate professionally.
• Ability to work from the downtown Chicago office Tuesday through Thursday.

Nice To Haves

• HubSpot experience.
• Curiosity about insurance and willingness to learn about the industry.
• Interest in technology and AI, and ability to learn new tools quickly.

Responsibilities

• Respond to inbound calls and emails with timely, accurate, and professional service, prioritizing phones.
• Build relationships with agents and customers through clear communication and consistent follow-through.
• Gather information to complete or revise quotes and keep open quote files up to date.
• Resolve service and billing inquiries or route them to the appropriate internal team.
• Record detailed, accurate notes in HubSpot after every interaction.
• Identify patterns in customer or agent feedback and escalate product or process insights to the team.
• Support internal operations, including producer login setups and agent onboarding.
• Guide agents and customers in using Honeycomb's tools and self-service options.
• Contribute to developing and refining the team's processes and playbooks.
• Take on new tasks as business needs change.

Benefits

• Base salary of $55,000.
• ISO stock options.
• Medical, dental, and vision coverage for employees and dependents.
• HSA with company contributions.
• 401(k) with company match.
• Flexible time off.
• 10 company-paid holidays.
• Paid family leave.
• Catered team lunch every Tuesday.
• Monthly team events.
• Free onsite gym membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed