Senior Customer Operations Specialist

The role

You will take hard customer service cases that do not fit a standard script and carry each one to completion. You own the case from start to finish, including cancellations, complex certificates and endorsements, and recovery of stalled or lapsed coverage.

What you will do

• Read the full chain of notices, cancellations and reinstatements before telling a customer what is true, then fix the problem.
• Handle complex certificates and endorsements that require reading a policy against a contract.
• Recover stalled deals, lapsed policies and coverage that was set up wrong, binding coverage on the spot when possible.
• Tell customers the truth about their coverage, the options and the deadline, and keep their trust.
• Turn problems that happen three times into a playbook, a check or a product request with evidence attached.
• Keep one owner, one current state and one promised update on every case until it is closed.

Required qualifications

• Several years of detailed, customer-facing work.
• Able to hold about twenty open cases at once.
• Comfortable using AI tools to find answers faster.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Meals in each office
• Commuter or parking support
• Insurance license paid for by the company

Before you apply

• Licensed, or must become licensed within 30 days; the company pays for the license.
• Licensed roles require the state's background check for an insurance license.
• The hiring process usually takes under two weeks and includes a call with a founder, a work sample and an on-site day.

About the company

Harper is an AI-native commercial insurance brokerage backed by Y Combinator, with offices in San Francisco and Atlanta. It handles insurance end to end for about 1,000 new small businesses a month.