Customer Service Operations Specialist

Harper•San Francisco, CA

7d•$110,000 - $150,000•Onsite

About The Position

The company is addressing a significant gap in the commercial insurance market, where 36 million businesses are underinsured or uninsured due to a slow, opaque, and confusing distribution system. While over 90% of commercial insurance is human-led, the company is building an AI-led inverse model to make humans more effective, improve customer experience, and eliminate friction. With a 100x growth since last year and adding approximately 1,000 customers per month, the company is expanding its team to handle complex accounts and challenging customer situations that require expert judgment rather than scripted responses. This role is crucial in shaping the long-term vision of the service organization, placing expertise, retention, and revenue at its core.

Requirements

5+ years in commercial lines underwriting, account executive, wholesale brokerage, or carrier-side roles
Active property & casualty license—we handle non-resident and reciprocal licensing across all 50 states
Existing carrier and wholesaler relationships you can put to work
A track record owning complex commercial cases end to end, not just triaging them
Comfort with technology; you'll work in our service workbench daily and be expected to tell us where it falls short
Based in New York City or San Francisco, or willing to relocate; this role is in-office

Nice To Haves

Surplus lines license
E&S experience: surplus lines tax, filings, binding packets, DocuSign workflows
Premium finance depth: PFAs, reconciliation, finance-company defaults and cancellation reversals
Workers' comp and class-code expertise, including NCCI audit disputes
Wholesaler, MGA or carrier underwriting-desk background
Experience at an insurtech or tech-forward brokerage

Responsibilities

Own the complex accounts end to end — The situations that need experience rather than a script; you keep them until the customer has a real answer
Work the markets on your customers' behalf — Partner with underwriters and wholesalers to place hard risks, remarket renewals for better terms, and find a home for businesses standard markets won't write
Guide customers through audits and inspections — Premium audits, payroll and sales verification, inspection recommendations with deadlines; make sure the final number and the required changes are right and understood
Handle E&S and surplus lines work — Eligibility, filings, surplus lines tax, binding packets, and the documentation that has to be correct the first time
Make coverage match the business — Businesses change constantly: new locations, vehicles, payroll, equipment, and contracts with new requirements; keep coverage, class codes and records current as they grow
Save accounts worth saving — Work payment, financing and cancellation situations with the customer and the finance company so coverage stays in force
Be the name your carriers know — Own specific underwriter and wholesaler relationships and build the kind of credibility that gets customers a better outcome
Level up the team around you — Turn what you know into playbooks, train the service team, and grow the tier-two group into people who can handle more every month
Make the system smarter — Work in our service workbench daily and tell Product and Engineering what to automate, so your expertise scales past your own calendar