Authentic builds the infrastructure powering specialty insurance programs. The new infrastructure for program insurance—built for speed, built to last. Backed by FirstMark Capital.
About 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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- Experience with commercial insurance
More about this role
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.
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.
Handle incoming phone, email and chat conversations in Intercom, and work through your queue in priority order
- Pick up conversations that Fin...
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