Customer Success Representative

Honeycomb Insurance • Chicago, IL

5d • Hybrid

About The Position

Honeycomb Insurance is hiring a Customer Success Representative to serve as the first point of contact for agents and policyholders. The phone-first role handles call, email, and chat queues, providing timely, accurate, and professional service while keeping multiple channels organized. The Customer Success team is central to the company, and the role offers an opportunity to help shape evolving processes and playbooks as the business grows.

The position is hybrid and requires working from Honeycomb’s downtown Chicago office Tuesday through Thursday. The role supports agents and customers with questions, service and billing issues, quotes, onboarding, and use of company tools and self-service options. It also involves documenting interactions in HubSpot, identifying trends in feedback, and contributing to internal operations and process improvements.

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.
• Availability to work from the downtown Chicago office Tuesday through Thursday.
• Ability to adapt to change, exercise good judgment amid ambiguity, stay organized, communicate openly, and take ownership in a small team.

Nice To Haves

• HubSpot experience.
• Curiosity about insurance and willingness to build insurance knowledge.
• 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 phone calls.
• 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 company tools and self-service options.
• Help develop and refine the team’s processes and playbooks.
• Take on new tasks as business needs change.

Benefits

• 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