About Us
Harper is a hyper-growth, AI-powered commercial insurance brokerage. In just 4 months, we’ve grown to making $20k by brokering insurance solutions for SMBs. We are only getting started.
Having grown faster than conceived, we now need a dynamic individual to join our growth team to major in customer experience and retention. You will be the 9th member of our team.
In this role, you'll work side-by-side with the CEO and be empowered to pull out all the stops for customers. Be ready to dream big, get scrappy, and scale yourself through AI.
The Role
We seek a high-energy, empathetic individual to be the face of Harper to our hundreds and soon tens of thousands of customers. You will:
- Work hand-in-hand with the CEO to shape our customer strategy and be the voice of the customer across the company
- Take complete ownership of customer engagement, support, and retention, building this function from square one
- Be the first point of contact for customers, thriving on hopping on calls/Zooms to deliver incredible personalized service
- Roll up your sleeves and do whatever it takes to turn customers into raving fans
- Become a domain expert in insurance and our product to deftly handle any customer situation
- Proactively identify opportunities to wow customers and go above and beyond
- Build deep relationships with customers rooted in empathy, trust and always going the extra mile
- Partner with Engineering to pioneer AI solutions to scale your impact
- Define and religiously measure customer health, satisfaction and retention
About You
- Have otherworldly attention to detail and be ready to work in environment that moves at an insane pace
- You should be described as a go-getter by anyone who has worked with you and you should have consistently made top 1% impact on any team you’ve worked on
- Genuine passion for connecting with people and making them happy
- Energized by engaging with customers and driven to provide world-class experiences
- Track record of managing relationships and diffusing challenging situations
- Empathetic listener and persuasive communicator
- Analytical and process-oriented to bring structure to ambiguous environments
- You should be a good person and work toward building an enduring company - we all leave our egos at the door
How We Execute
- Make Requirements Less Dumb: Question everything. If someone says "that's how insurance works," that's exactly where we start
- Delete the Process Step: The fastest process is no process. Every step must justify its existence
- Optimize: Make it smarter. If AI can do it better, it should
- Accelerate: Speed compounds. What can be done in a day should be done in an hour
- Automate: Transform human expertise into AI systems that scale
Our Operating Philosophy
"Move fast. Break things. Fix them faster." "Strong opinions, loosely held"
Harper
