Customer Service Representative

About the Company

The Problem: 36 million businesses in America need insurance—it's not optional. 77 % are underinsured and 40 % have no coverage at all. The distribution system has failed them: too slow, too opaque, too confusing. Over 90 % of commercial insurance is still human‑led.

We’re building the inverse: a 90 %+ AI‑led platform that makes humans more effective, improves the customer experience, and eliminates friction at every step. We’re adding roughly 1,000 customers per month and have grown 100× since last year.

The Role

You’ll be on the phone with business owners all day—both inbound and outbound—from our downtown San Francisco office. Two shifts cover the day: an early shift for East Coast customers and a later shift for West Coast coverage; you’ll be assigned based on business need.

Inbound: you’re the first person a customer talks to. You pull up the account, determine the real need, and tell the caller exactly when they’ll hear back.

Outbound: you manage a list of payments, documents, renewals, and follow‑ups that keep coverage from lapsing. No insurance background is required; we’ll teach you the systems, playbooks, and vocabulary. The core skill is judgment on the phone—recognizing confusion, frustration, and the unspoken issue, and escalating when needed.

What You’ll Do

• Pick up and take it personally—find the account fast, get to the real ask, and tell the caller precisely when they’ll hear back.
• Keep every promise you make—treat a callback time as a commitment; customers never have to chase us.
• Take the list to zero—handle payments, documents, at‑risk cancellations, renewals; end your shift with an empty list.
• Chase it like it’s yours—make up to three attempts over three days for standard follow‑ups, up to seven touches for payment issues via phone, text, and email, stopping only when solved.
• Own the whole answer—track down documents, payment links, or the right person; nothing gets closed just because it was called.
• Leave a clean trail—log what happened and what’s still open so the next teammate can pick up mid‑story.
• Get the right specialist in fast—pull in financing, coverage, or complex‑problem owners quickly.
• Turn a rough call around—turn frustrated callers into loyal customers by leveling with them and delivering.
• Make the next call easier—spot recurring problems, flag them, and help fix the root cause.

You Might Be a Fit If…

• You enjoy talking to people all day and finish the day energized, not drained.
• You show up on time, every day, and take punctuality seriously.
• You can talk and type simultaneously, writing notes while the call is happening.
• You finish what you start; an open item bothers you until it’s closed.
• You prefer to ask rather than guess when you’re unsure.
• You’re organized enough to work a list of 80 calls without losing your place.
• You stay steady with frustrated people.

Requirements

• Strong phone communication—clear, professional, patient.
• Basic computer comfort: spreadsheets, email, a phone system, and internal tools.
• Ability to work full‑time, Monday – Friday, on‑site in downtown San Francisco.
• Reliable attendance and punctuality.
• Legally authorized to work in the United States.

Nice to Have

• Call‑center, collections, dispatch, front‑desk, or high‑volume customer‑service experience.
• Bilingual (Spanish).
• Any insurance, brokerage, or financial‑services exposure.
• Experience working from call lists or a CRM.

Compensation

Pay: $23 – $26 per hour.

Schedule

Full‑time, hourly, non‑exempt (W‑2) with overtime eligibility. Location: San Francisco, in‑office (425 Market Street). Monday – Friday, in‑office. Early shift (East Coast coverage) or late shift (West Coast coverage), assigned based on business need. Overtime available. Start date: Immediate.

Benefits

• Health, dental, and vision insurance.
• Commuter benefits.
• Team meals and snacks.

The Process

• Application screen—candidates are reviewed daily; most hear back within 48 hours.
• Phone screen—a short conversation to assess how you handle a call.
• On‑site day—meet the team, see the floor, and work through real scenarios.