Customer Service Operations Specialist

THE PROBLEM

36 million businesses in America need insurance—it's not optional. 77% are underinsured. 40% have no coverage at all. The distribution system failed them: too slow, too opaque, too confusing.

Over 90% of commercial insurance is still human-led. We're building the inverse: 90%+ AI-led, pushing toward the higher 90s. Not by patching legacy workflows—by building AI that makes humans more effective, improves the customer experience, and eliminates friction at every step.

We're adding ~1,000 customers per month. We've grown 100x since last year. We're looking to do even more this year—and that's why we're hiring.

The accounts that need an expert instead of a script—those are yours.

THE THESIS

Commercial insurance gets complicated fast. A business opens a second location, wins a contract with insurance requirements it doesn't currently meet, adds a fleet, gets hit with a premium audit, grows out of the market it started in, or needs coverage that doesn't exist on a standard form. Those accounts don't need a queue. They need somebody with deep expertise and the latitude to act on it.

That's this team. You take the accounts that call for real judgment, you work them directly with the underwriters and wholesalers, and you stay on them until the customer has an answer. Then your expertise becomes the playbook the rest of the service organization runs on, which is how a small team serves a book growing this fast.

We're also building this tier now rather than handing you someone else's version of it. Harper's long-term plan puts service at the center of the company—expertise, retention and revenue all living in one organization—and the specialists we hire first will shape what that looks like.

THE ROLE

You own our most complex accounts and the hardest customer situations. Premium audits and inspection recommendations that carry real deadlines. Renewals worth remarketing to get a business better terms. E&S and surplus lines placemen...