Harper
Customer Service Representative
San Francisco · Mid · Contract
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About the role
- A contractor needs a certificate before they can walk onto a job site.
- 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.
Responsibilities
- 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
- Tell the customer who owns the next action and when they will hear back, then keep that promise.
- Payments, documents, renewals, at-risk cancellations, and open service requests.
- Almost no one joins Harper for insurance; they join to build the company that replaces how it works.
Requirements
- 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 are dependable and punctual, and you take that seriously.
- You know when to solve, when to escalate, and when not to improvise.
- You treat AI as leverage - it finds the account and preps the routine work so you can spend the call on the customer - and you have opinions about where it helps and where it gets in the way.
- 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.
Benefits
- Health, dental, and vision insurance
- Commuter benefits
- Free gym membership
- Hear the difference between a routine request and a problem that could interrupt coverage, operations, or a customer's ability to work, and escalate it before it does.
- Coverage and quoting questions go to a licensed owner.
Company info
- Two shifts cover the day - an early one for East Coast customers and a later one through the West Coast close - and you are assigned to one based on business need.
- 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.
This listing is sourced directly from Harper's careers page and normalized into a canonical job model.