Customer Success Representative

About Honeycomb

Honeycomb is a fast-scaling insurance technology company focused on changing how commercial real estate insurance works. The business has earned recognition from multiple publications and rankings, operates across several U.S. states, and is supported by notable investors. It describes its culture as collaborative, ambitious, and built around people who want to help shape a growing company.

Role Overview

The Customer Success Representative is the main contact for agents and policyholders, handling questions, issue resolution, and support across phone, email, and chat. This is a phone-led role with a need to manage multiple queues throughout the day, stay organized, and provide a reliable customer experience.

Beyond day-to-day support, the position offers the chance to influence workflows, improve internal processes, and contribute to the way the team operates as the company continues to expand.

Key Duties

• Handle inbound calls and emails promptly, accurately, and professionally, with phone support as the top priority.
• Develop and maintain positive relationships with agents and customers through clear communication and dependable follow-up.
• Collect the information required to create or update quotes and keep quote records current.
• Troubleshoot service and billing questions, or direct them to the appropriate internal team.
• Record complete and precise interaction notes in HubSpot after each customer contact.
• Identify recurring feedback patterns and share product or process insights with the team.
• Assist with internal tasks such as producer login setup and agent onboarding.
• Teach agents and customers how to use tools and self-service features.
• Help build and improve the team’s processes, playbooks, and operating methods.
• Take on additional responsibilities as business needs change.

What Success Looks Like

The strongest candidates are adaptable, comfortable with evolving processes, able to work through uncertainty, and confident making practical decisions with incomplete information. A genuine interest in insurance, willingness to learn new technology, and the ability to balance several tasks at once will be important. Success also depends on strong teamwork, open communication, and ownership of work in a small, visible team environment.

Requirements

• At least 1 year of experience in customer service, support, or a role related to insurance.
• Comfort working in a fast-moving environment where tools and workflows are still being refined.
• Strong analytical and problem-solving ability, plus the capacity to juggle multiple tasks.
• Experience using CRM platforms; HubSpot experience is considered an advantage.
• Clear written and spoken communication skills and careful attention to detail.
• Ability to listen actively, show empathy, and handle de-escalation professionally.
• Availability to work in the downtown Chicago office from Tuesday through Thursday.

Benefits

• Base pay of $55,000.
• ISO stock options.
• Medical, dental, and vision insurance for employees and dependents.
• HSA with company contributions.
• 401(k) plan with company match.
• Flexible time off.
• 10 company-paid holidays.
• Paid family leave.
• Catered team lunch every Tuesday.
• Monthly team events.
• Complimentary onsite gym membership.

Compensation Note

The stated salary is the company’s good-faith estimate for the role. Final compensation may differ depending on skills, experience, education, location, and market conditions.