--- title: 'Customer Success Agent at Authentic' canonical: 'https://feeny.ai/job/customer-success-agent-authentic-dayton-1t7yydnqy5dh' type: 'job' last_seen: '2026-11-09' --- # Customer Success Agent at Authentic - **Company:** Authentic - **Location:** Dayton, OH - **Posted:** 2026-11-05 - **Last confirmed live:** 2026-11-09 - **Apply:** https://job-boards.greenhouse.io/authenticinsurance/jobs/4483217009 ## Job 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. ## 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. ## About Authentic ## Company Overview - **One-liner**: Authentic provides technology infrastructure that enables insurance brokers to design, manage, and distribute custom, tech-enabled insurance programs. - **Entity Type**: Private (Seed and Series A funded) - **Headquarters**: New York City, New York, United States - **Founded**: Not publicly available (earliest known funding round in 2022) - **Founders**: Cole Riccardi (CEO & Cofounder), Kyle Babirad (COO & Cofounder), Saravana Kumar (CTO & Cofounder) ## Core Business - **Primary industry**: Insurance technology (program insurance, captive insurance, specialty commercial insurance) - **Target customers**: B2B – insurance brokers, carrier partners, and community organizations (associations, SaaS companies, affinity groups) - **Mission or purpose**: “Powering the future of program insurance” – helping brokers create tailored, proprietary insurance products with better economics and less administrative friction. ## Products & Services - **Authentic Platform (Program Insurance OS)**: An end-to-end insurance program management solution that includes a rate-quote-bind engine, compliance support, and partnerships with A- and A-rated carriers. Brokers use it to launch and manage specialized programs, earning higher commissions (25% on average) while carriers improve margins. [authenticinsurance.com](https://authenticinsurance.com/) - **Captive Insurance Programs**: A service that allows community leaders (e.g., associations, SaaS platforms) to launch captive insurance programs, returning insurance to its roots of pooled risk within a community. [builtin.com](https://builtin.com/company/authentic-authenticinsurancecom) ## Market Standing - **Valuation**: Not disclosed - **Key Metrics**: - Annual Revenue: $2.1M (estimated) [linkedin.com](https://www.linkedin.com/company/authentic-insurance) - Total Funding: $20.5M across three rounds (Seed 2022: $4.0M, Seed 2023: $5.5M led by Slow Ventures, Series A 2024: $11.0M led by FirstMark) [linkedin.com](https://www.linkedin.com/company/authentic-insurance) - **Notable Investors/Partners**: Slow Ventures, FirstMark, and other undisclosed investors; partners with A/A- rated carriers nationwide. - **Growth Signals**: - Headcount grew 123.1% year-over-year (from ~17 to 38 employees) [linkedin.com](https://www.linkedin.com/company/authentic-insurance) - Active job postings: 12 (as of mid-2025), with a 33.3% monthly increase in listings [linkedin.com](https://www.linkedin.com/company/authentic-insurance) - Offices in New York City (HQ) and Dayton, Ohio; expanding into healthcare underwriting programs. ## Competitive Advantages - **Tech-enabled infrastructure**: The only end-to-end program management platform built for speed, scale, and customization – reduces friction for brokers and carriers. - **Vertical specialization**: Programs are built in verticals where Authentic delivers real competitive advantage in form, pricing, and compliance. - **Better economics**: Brokers earn 25% higher commissions on average; carriers improve margins through data-driven underwriting. - **Experienced leadership team**: Blend of insurance entrepreneurs, seasoned technologists, and finance operators who “genuinely love insurance” and are committed to long-term value creation. [authenticinsurance.com/who-we-are](https://authenticinsurance.com/who-we-are) ## Strategic Focus - **Program insurance as a structural shift**: Authentic believes specialized programs are not a trend but the new unit of progress in commercial insurance. - **Expanding into new verticals**: Currently hiring a Program Manager for Healthcare Underwriting, indicating a push into healthcare-related insurance programs. - **Continuous platform investment**: Hiring software engineers in data, platform, and product to further develop the technology stack (PostgreSQL, Snowflake, Python, TypeScript, React, etc.). [job-boards.greenhouse.io/authenticinsurance](http://job-boards.greenhouse.io/authenticinsurance) ## Why Work Here - **Culture**: Described as a “unique blend of insurance entrepreneurs, seasoned technologists, and finance-minded operators” who are deeply passionate about the craft of insurance. [authenticinsurance.com/who-we-are](https://authenticinsurance.com/who-we-are) - **Work environment**: In-office roles in New York City (HQ) and Dayton, Ohio. The company emphasizes in-person collaboration. [builtin.com](https://builtin.com/company/authentic-authenticinsurancecom) - **Growth stage**: Rapidly scaling (123% headcount growth) with significant funding runway – offers early-stage impact with established backing. - **Engineering focus**: Strong technical roles available (Software Engineer – Data, Platform, Product) with a modern stack; the team is building infrastructure that directly impacts the economics of insurance. - **Notable perks**: Not explicitly detailed, but the company offers the chance to work on “one simple, powerful OS” that is reshaping a multi-trillion-dollar industry. ## Sources 1. [authenticinsurance.com](https://authenticinsurance.com/) 2. [authenticinsurance.com/who-we-are](https://authenticinsurance.com/who-we-are) 3. [job-boards.greenhouse.io/authenticinsurance](http://job-boards.greenhouse.io/authenticinsurance) 4. [linkedin.com/company/authentic-insurance](https://www.linkedin.com/company/authentic-insurance) 5. [builtin.com/company/authentic-authenticinsurancecom](https://builtin.com/company/authentic-authenticinsurancecom) ## Other roles at Authentic - [Program Development Manager](https://feeny.ai/job/program-development-manager-authentic-new-york-6n15mktjene2) — New York, NY - [Strategy & Operations | Payments Lead](https://feeny.ai/job/strategy-operations-payments-lead-authentic-new-york-6m8ne08f51my) — New York, NY - [Sr. Software Engineer - Platform](https://feeny.ai/job/sr-software-engineer-platform-authentic-new-york-0sdg042evxr7) — New York, NY - [Senior Claims Specialist](https://feeny.ai/job/senior-claims-specialist-authentic-dayton-x68v9k717ybc) — Dayton, OH - [Pricing Actuary](https://feeny.ai/job/pricing-actuary-authentic-dayton-n4dfa72synxz) — Dayton, OH - [Sr. Software Engineer - Product](https://feeny.ai/job/sr-software-engineer-product-authentic-new-york-yb3dzy9yq5jk) — New York, NY - [Software Engineer - Platform](https://feeny.ai/job/software-engineer-platform-authentic-new-york-a3zjr445n2qx) — New York, NY - [New Grad Software Engineer](https://feeny.ai/job/new-grad-software-engineer-authentic-new-york-kc0ga601bahc) — New York, NY - [Customer Success Agent](https://feeny.ai/job/customer-success-agent-slash-financial-remote-7v9nfhg35sbr)