Customer Intake Specialist

Harper is an AI-native commercial insurance company in San Francisco. We're not bolting AI onto insurance — we're rebuilding the entire business as software, on a simple bet: turning expert human judgment into compute is one of the largest transitions left to make, and a trillion-dollar industry still run 90% by hand is the place to prove it. We've grown ~100x in the last year and we move at that speed — on-site, in person, long days, very high standards. Almost no one joins Harper for insurance; they join to build the company that replaces how it works.

The role

A contractor answers from a job site. A restaurant owner calls between services. You have one conversation to understand how the business works, capture what insurance needs, and leave the next Harper owner with an application they can act on. An SDR may have found and qualified the customer. You own the full structured application when one is still needed, and you hand the account to an Account Executive only when the business facts, the need, the urgency, the open questions, and the next action are clear.

Harper is building a team of about 15 intake specialists in an Atlanta office whose job is to do applications correctly, at volume, all day. Everything downstream — the quote, the recommendation, the close, the policy — runs on what you capture. A fast call with a wrong answer in it is worse than no call.

The Atlanta floor has a second job. Harper's voice AI systems support and increasingly run intake calls, and they get better by being tested against real conversations. You will use those systems on live calls, catch where they miss context or ask the wrong question, and feed that back so they improve. You are on the phones and you are training the thing that will handle more of the phones next year.

What you'll do

Handle back-to-back calls. Stay engaged from the first call of the shift to the last, and make every conversation count.

Complete applications live. Ask direct questions, type while you listen, and move the customer from first contact to a usable intake record in one call.

Pick up SDR handoffs without restarting. Start from the context already in the record, complete the required application, and never make the customer repeat what they already told us.

Hold accuracy at speed. Business details, operations, exposures, current coverage, and the documents we still need — captured right the first time, across several systems, during a live call.

Ask the next question. When an answer is missing, vague, or conflicts with something else in the record, resolve it on the call or assign it clearly for follow-up. Do not pass it downstream.

Hand the account forward and escalate the real edge cases. Name the next owner, record the next action, and include every unresolved question before the Account Executive receives it. Know when a question belongs with a licensed seller, a broker, an underwriter, or service.

Train, test, and improve the voice AI from the floor. Use Harper's voice systems on real intake calls, flag missed context, confusing prompts, and broken workflows, and work with the team to make them more accurate and trustworthy. The corrections you surface become the next version of the tool.

Who you are

You have worked in a high-volume call center, sales floor, dispatch operation, customer service team, or similar environment, and you were good at it.

You can type accurately while listening and keep several systems organized during a live call.

You ask clear follow-up questions and explain the next step without jargon, and you keep asking when an answer is incomplete.

You stay calm and professional through repetitive work, confused customers, and difficult calls.

You are reliable. Teammates and customers can count on you to be in the seat, on time, ready.

You treat AI as leverage — you want to work directly with voice AI systems, test them against floor reality, and make them better — and you have opinions about where they help and where they get in the way.