Job Description

We're building an AI-powered insurance brokerage transforming the $900 billion commercial insurance market by automating processes that currently run on pre-internet systems.

Our team brings together experienced professionals from leading firms including Coatue, Carlyle, Goldman Sachs, Tesla, Alloy, and Boston Consulting Group.

We recently emerged from stealth after wrapping YC with over $8M in funding from top investors. In just 8 months we’ve gotten nearly 1000 customers and we’re growing rapidly. We need sharp, ambitious professionals to help build our customer success function.

As a Customer Success Manager, your job will involve everything from resolving urgent client requests to building resilient systems to service customers on an ongoing basis alongside our engineering team. You will be the voice of thousands of customers as we continue to scale and automate insurance brokerage while transforming the industry's reputation from a necessary evil to a trusted advisor.

Outcomes You'll Drive

• Handle a high volume of customer inquiries with exceptional satisfaction rates
• Partner closely with our growth, sales, and engineering teams to resolve customer issues
• Utilize critical thinking skills to diagnose and resolve complex insurance-related problems
• Provide critical feedback to improve our AI systems and product offerings
• Document customer interactions to help train our AI models
• Master Harper's platform and insurance offerings to maximize effectiveness
• Maintain composure and deliver solutions during urgent client issues
• Help build a world-class support operation as we scale from nearly $2m in run-rate ARR to $100M+
• Empathize deeply with customers' frustrations around traditional insurance and demonstrate how Harper is different
• Champion the customer perspective in all internal discussions, ensuring their voice shapes our evolution
• Transform negative insurance experiences into moments of delight that redefine how businesses view their insurance broker

You're Our Person If

• You thrive in high-pressure environments, managing complex problems and high-volume customer interactions
• You have experience in customer support, preferably in insurance, fintech, or financial services
• You have excellent verbal and written communication skills even under pressure
• You approach challenges analytically and can transform customer feedback into actionable insights
• You excel at juggling multiple priorities simultaneously
• You're adaptable and can learn our AI-native platform quickly
• You're available to work flexible hours including some evenings and weekends
• You're passionate about delivering exceptional customer experiences
• You genuinely care about customers' pain points and can empathize with their frustrations around traditional insurance
• You believe in our mission to transform how businesses perceive and interact with insurance
• You're excited about changing an industry's reputation from the inside out
• Nice to have: Experience with Zendesk tooling or similar support platforms
• Nice to have: Knowledge of insurance products and terminology

Compensation & Benefits

• Base salary: $100,000-$175,000
• Annual performance bonuses based on team and individual contributions
• Equity package with significant upside potential
• Comprehensive benefits package

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