Customer Service Representative

Customer Service Representative

Harper is an AI-native commercial insurance company in San Francisco. We're not bolting AI onto insurance — we're rebuilding the entire business as software, on a simple bet: turning expert human judgment into compute is one of the largest transitions left to make, and a trillion-dollar industry still run 90% by hand is the place to prove it. We've grown ~100x in the last year and we move at that speed — on-site, in person, long days, very high standards.

Almost no one joins Harper for insurance; they join to build the company that replaces how it works.

A contractor needs a certificate before they can walk onto a job site. A payment failed. A customer thinks a policy change is already done when it is not. You pick up the call, establish what is actually true, and keep ownership visible until the request is complete. Small-business owners are used to a broker who never calls back. You are the reason ours do.

Harper is building service around a simple promise: the customer can always see what is true and who owns the next action. AI surfaces the account, preps the routine work, and drafts the follow-up. What is left is judgment on the phone — hearing the difference between confused and genuinely upset, catching the thing the customer did not say, knowing exactly who to pull in when the problem is bigger than the call — and the follow-through that closes the loop.

That part is you.

You do not need an insurance background to start. We teach the systems, the playbooks, and the vocabulary. Quoting and coverage advice belong to licensed teammates, so you will never be asked to advise on a policy. Everything else, you carry as far as it goes. There are real paths from this seat into licensed service, sales, and operations.

• Answer inbound calls with judgment. Pull up the account, understand the real request, and explain the next step in plain language. Tell the customer who owns the next action and when they will hear back, then keep that promise.

• Take the outbound list to zero. Payments, documents, renewals, at-risk cancellations, and open service requests. Standard follow-ups get three attempts across three days; a payment issue gets up to seven touches by phone, text, and email. You stop when it is solved, not when it is hard.

• Carry the issue forward. Complete the work you are authorized to do, and when a licensed or specialized teammate has to step in, hand off the request, the urgency, and the work already done so nobody restarts the conversation.

• Recognize urgency. Hear the difference between a routine request and a problem that could interrupt coverage, operations, or a customer's ability to work, and elevate it before it does.

• Keep the record clean. Clear notes, current status, named owner, next action, and the promised update point on every open request. The next teammate picks up mid-story and the customer never repeats themselves.

• Protect the advice boundary. Coverage and quoting questions go to a licensed owner. You never guess.

• Improve the service system. Flag repeat contacts, confusing communications, and broken handoffs so Harper fixes the cause instead of the symptom.

• You have worked in a call center, dispatch, collections, front desk, customer service, or another high-volume phone environment.

• You are clear, patient, and direct with people who may be confused or frustrated, and you can turn a rough call around.

• You can manage a call, a record, and a next-action list at the same time — you talk and type simultaneously, and you can work a list of 80 calls without losing your place.

• You are dependable and punctual, and you take that seriously.

• You know when to solve, when to elevate, and when not to improvise. You would rather…