Customer Success Agent | Growth, Equity & Unlimited PTO

Authentic Insurance Services, Inc.; Dayton (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health benefits for you and yourfamily

401(k) plan with company match

Unlimited PTO

Paid parental leave

Job summary

Authentic Insurance Services, Inc. is seeking a Customer Success Agent in Dayton, Ohio to support small business policyholders via Intercom, phone and email. You’ll work with our AI agent to resolve escalations, billing issues, and policy changes, ensuring clarity and timely actions.

You’ll collaborate with Underwriting, Billing and Platform Support to improve help content and AI tooling while ensuring compliance with state insurance rules.

Qualifications

• 2+ years of customer service or client-facing experience.
• Clear, warm writing and strong phone skills.
• Organized and detail-oriented with ability to manage a busy queue.
• Comfortable with new software, including AI tools and help desks.
• Curiosity to understand processes and suggest improvements.

Responsibilities

• Handle multi-channel conversations (phone, email, chat) in Intercom with priority-based routing.
• Escalate complex issues to senior staff with context and next steps.
• Process policy changes, endorsements, cancellations and reinstatements accurately.
• Issue COIs and policy documents using internal tools.
• Explain coverage details and exclusions in plain language.
• Support quotes and applications with Underwriting.
• Assist with billing questions, payment plans and refunds.
• Notify customers about renewals and payment dates; maintain thorough notes.

Job description

Authentic Insurance Services, Inc. is seeking a Customer Success Agent in Dayton, Ohio to support small business policyholders via Intercom, phone and email. You’ll work with our AI agent to resolve escalations, billing issues, and policy changes, ensuring clarity and timely actions.

You’ll collaborate with Underwriting, Billing and Platform Support to improve help content and AI tooling while ensuring compliance with state insurance rules.