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Harper is seeking a Customer Operations Specialist to resolve complex customer problems that span payments, disputes, cancellations, audits, and insurance operations. This role handles cases that require judgment, persistence, and direct communication across multiple systems—the problems that routine customer service cannot solve.
You will own the full lifecycle of payment and dispute issues, including related cancellations, audits, insurance questions, and complex service problems. Your responsibilities include:
- Resolving payment questions by tracing records to establish current state, amount, owner, and next action
- Managing disputes end-to-end: establishing the issue, gathering source records, explaining the current state, coordinating required reviews, and recording outcomes
- Handling cancellation complexity by reading full event chains (notices, effective cancellations, reinstatements, rescissions) before communicating with customers
- Supporting audits by helping customers understand requests, identifying needed records, and routing specialized questions to appropriate owners
- Answering general insurance questions within your authority while escalating coverage advice and licensed decisions
- Using the phone to resolve confusion faster than automated messages
- Reconciling across systems by comparing customer records, payment records, policy records, communications, and external confirmations
- Maintaining single ownership, clear current state, and promised update points until resolution
- Identifying repeated causes and flagging patterns for permanent product, process, training, or finance fixes
Resolved cases preserve the customer's question, amounts or policies involved, records checked, ownership, and next actions. Payment conclusions name evidence and the accounts or transactions they belong to. Disputes end with recorded resolution, customer notification, and any required financial or policy corrections. Cancellation answers reflect the latest event in the chain, not the loudest notice.
You will be based in San Francisco or Atlanta (relocation required if not already based in one of these offices). This is an in-office role with phone work throughout the day.
Qualifications:
- Experience in payments, disputes, cancellations, audits, insurance service, or another high-volume problem-solving environment
- Ability to read multiple systems without losing sight of the customer's question
- Calm and direct communication with frustrated or confused customers
- Careful documentation of facts and ability to distinguish missing records from missing real-world actions
- Sound judgment about when to investigate further versus when to escalate
- Comfort with phone work as a core part of the role
- Based in or willing to relocate to Atlanta or San Francisco
Not a fit if you: want a back-office role with no customer conversations, close cases by transferring them, infer payment/cancellation/coverage from a single status field, avoid difficult conversations or detailed reconciliation, or need remote or hybrid work.
