Customer Success Advocate – Insurance Programs

authenticinsurance; New York (NY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health benefits

401(k) plan with company match

Unlimited PTO

Paid parental leave

Job summary

Authentic is a tech-enabled MGA building specialized insurance programs for small businesses. As a Customer Success Agent in New York, you will communicate with policyholders via phone, email and Intercom, handling escalations, policy changes and billing questions with a focus on clear, empathetic guidance.

You’ll collaborate with Underwriting, Billing and Platform Support to improve processes and content while ensuring compliance.

Qualifications

• 2+ years of customer service, call center or client-facing experience.
• Clear, warm writing and phone skills.
• Organized and detail-oriented enough to manage a busy queue without dropping follow-ups.
• Comfortable with new software, including AI tools, help desks and internal platforms.
• Curious about how things work and willing to suggest improvements.
• Enjoys working with small business owners and learning their businesses.

Responsibilities

• Handle incoming phone, email and chat conversations in Intercom, and work through your queue in priority order.
• Return voicemails and missed calls promptly, and meet response-time and resolution targets.
• Process policy changes, endorsements, cancellations and reinstatements; issue COIs and other policy documents.
• Help customers with billing questions, payment plans, refunds and premium finance accounts.
• Keep accurate notes in Intercom and suggest improvements to help content and AI tooling.

Skills

Customer service

Phone & email support

Writing skills

Attention to detail

AI tools familiarity

Tools

Intercom

Help desk software

Internal platforms

AI tools

Job description

Authentic is a tech-enabled MGA building specialized insurance programs for small businesses. As a Customer Success Agent in New York, you will communicate with policyholders via phone, email and Intercom, handling escalations, policy changes and billing questions with a focus on clear, empathetic guidance.

You’ll collaborate with Underwriting, Billing and Platform Support to improve processes and content while ensuring compliance.