Customer Success Agent

Authentic is a tech-enabled MGA (managing general agent). We design and run insurance programs for specific kinds of businesses, like restaurants, gyms, and power producers. Brokers bring us the businesses that need coverage, and carriers back our policies. Every program runs on a platform we built ourselves, and we own every line of code behind it. Engineers and insurance experts build it side by side in New York and Dayton, Ohio. Since our founding in 2022, we’ve grown to 80+ people and been named to the 2026 CB Insights Insurtech 50.

The Role

As a Customer Success Agent, you'll help our small business policyholders get, understand and keep the coverage they need. You'll work in Intercom over phone, email and chat, alongside our AI agent. You'll spend most of your time on conversations that need a person: escalations, policy changes, billing problems and customers at risk of cancelling.

You'll work closely with Agent Support, Underwriting, Billing and Platform Support, and you'll help make our processes, help content and AI better over time.

What You'll Do

Customer support and escalations

Handle incoming phone, email and chat conversations in Intercom, and work through your queue in priority order

Pick up conversations that Fin hands off, including negative-sentiment and complex cases, with full context and a clear next step

Return voicemails and missed calls promptly, and meet our response-time and resolution targets

Escalate issues that need senior staff, Underwriting or Platform Support, with the details they need to act

Policy servicing

Process policy changes, endorsements, cancellations and reinstatements accurately

Issue certificates of insurance (COIs) and other policy documents with our internal tools

Explain declarations pages, coverage and exclusions in plain language

Support new business quotes and applications with Underwriting

Billing and retention

Help customers with billing questions, payment plans, refunds and premium finance accounts

Contact customers who get premium-finance cancellation notices (Honor Capital) and help them keep their coverage

Tell customers ahead of time about renewals, premium changes and payment dates

Continuous improvement

Keep accurate, complete notes on every conversation in Intercom and our platform

Point out gaps in our in-house AI tooling, help write and update Help Center articles

Bring recurring issues and customer feedback to team reviews

Take part in quality reviews, training and team meetings, and follow state insurance rules and company policy

Who You Are

We want thoughtful people who solve problems before they're asked and who want to grow quickly in insurance.

2+ year 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

Nice to Have

An Ohio Property & Casualty license, or willingness to get one (we'll support you through licensing)

Experience with commercial insurance

Experience with Intercom or a similar help desk

Experience writing help articles or training material

Why Authentic

A fast path to grow in insurance, with room to move into lead, agent support or program roles

Hands-on work with modern support tools and AI, not legacy systems

A small team where your ideas shape how we serve customers

Support for licensing, plus ongoing training

We value a diverse, inclusive workplace and each person's individual impact

Our (FTE) benefits

Competitive salary, equity, and role trajectory

Comprehensive health benefits for you and your family

401(k) plan with company match

Unlimited PTO

Paid parental leave

About Authentic

Authentic builds the infrastructure that program insurance runs on. We partner with leading brokerages to design and manage custom insurance programs, backed by A and A- rated carriers operating nationwide. Brokers bring the data and distribution. We bring everything else: the technology, the capacity, and the underwriting expertise to stand up specialized programs at speed and build them to last. We’re a Series A company backed by top investors, including FirstMark Capital, Zigg Capital, Slow Ventures, Clocktower, Commerce Ventures, and Altai. We’ve grown over 15x in the past year with a massive market opportunity ahead.

Authentic is committed to building an inclusive working environment regardless of gender, sexual orientation, religion, ethnicity, race, education, age, or other personal characteristics. We believe that people do their best work when they can be themselves, and different perspectives and experiences make us stronger as a team. We’re proud of the supportive and inclusive workplace we're building together and are always working to make it even better.