{"id":3848636,"url":"https://alion.io/job/authentic-insurance-customer-success-agent","title":"Customer Success Agent","company":{"id":669374,"name":"Authentic Insurance","domain":"authenticinsurance.com","url":"https://alion.io/company/authenticinsurance","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":130,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Dayton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ACT","optional":false},{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-11-05T21:20:54Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T01:49:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nThe Role\nAs 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.\nYou'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.\nWhat You'll Do\nCustomer support and escalations\nHandle incoming phone, email and chat conversations in Intercom, and work through your queue in priority order\nPick up conversations that Fin hands off, including negative-sentiment and complex cases, with full context and a clear next step\nReturn voicemails and missed calls promptly, and meet our response-time and resolution targets\nEscalate issues that need senior staff, Underwriting or Platform Support, with the details they need to act\nPolicy servicing\nProcess policy changes, endorsements, cancellations and reinstatements accurately\nIssue certificates of insurance (COIs) and other policy documents with our internal tools\nExplain declarations pages, coverage and exclusions in plain language\nSupport new business quotes and applications with Underwriting\nBilling and retention\nHelp customers with billing questions, payment plans, refunds and premium finance accounts\nContact customers who get premium-finance cancellation notices (Honor Capital) and help them keep their coverage\nTell customers ahead of time about renewals, premium changes and payment dates\nContinuous improvement\nKeep accurate, complete notes on every conversation in Intercom and our platform\nPoint out gaps in our in-house AI tooling, help write and update Help Center articles\nBring recurring issues and customer feedback to team reviews\nTake part in quality reviews, training and team meetings, and follow state insurance rules and company policy\n\nWho You Are\nWe want thoughtful people who solve problems before they're asked and who want to grow quickly in insurance.\n2+ year of customer service, call center or client-facing experience\nClear, warm writing and phone skills\nOrganized and detail-oriented enough to manage a busy queue without dropping follow-ups\nComfortable with new software, including AI tools, help desks and internal platforms\nCurious about how things work and willing to suggest improvements\nEnjoys working with small business owners and learning their businesses\n\nNice to Have\nAn Ohio Property & Casualty license, or willingness to get one (we'll support you through licensing)\nExperience with commercial insurance\nExperience with Intercom or a similar help desk\nExperience writing help articles or training material\n\nWhy Authentic \nA fast path to grow in insurance, with room to move into lead, agent support or program roles\nHands-on work with modern support tools and AI, not legacy systems\nA small team where your ideas shape how we serve customers\nSupport for licensing, plus ongoing training\nWe value a diverse, inclusive workplace and each person's individual impact\nOur (FTE) benefits\nCompetitive salary, equity, and role trajectory\nComprehensive health benefits for you and your family\n401(k) plan with company match\nUnlimited PTO\nPaid parental leave\nAbout Authentic\nAuthentic 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.\nAuthentic 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. 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