Customer Success Agent - Insurance Tech for SMBs

Authentic; New York (NY); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company match

Unlimited PTO

Paid parental leave

Job summary

Authentic is seeking a Customer Success Agent to help small business policyholders obtain and maintain coverage. You’ll handle conversations via Intercom (phone, email, chat) and work with Underwriting, Billing and Platform Support to resolve escalations and billing issues while aligning with policy changes and renewals.

You will collaborate with Agent Support and Platform Support to improve processes, content, and AI tooling.

Qualifications

• 2+ years of customer service, call center or client-facing experience.
• Clear, warm writing and phone skills.
• Organized and detail-oriented to manage a busy queue.

Responsibilities

• Handle conversations via Intercom (phone, email, chat) with priority.
• Escalate complex issues with context and next steps.
• Process policy changes, COIs, endorsements and reinstatements accurately.
• Explain coverage, declarations, and exclusions in plain language.
• Support quotes and applications with Underwriting.
• Assist with billing questions and payment plans.
• Maintain accurate notes in Intercom and platform.
• Identify gaps in internal AI tooling and help improve content.

Skills

Customer service

Written communication

Organization

Adaptability

Process improvement

Tools

Intercom

Help desk software

AI tools

Job description

Authentic is seeking a Customer Success Agent to help small business policyholders obtain and maintain coverage. You’ll handle conversations via Intercom (phone, email, chat) and work with Underwriting, Billing and Platform Support to resolve escalations and billing issues while aligning with policy changes and renewals.

You will collaborate with Agent Support and Platform Support to improve processes, content, and AI tooling.