AI Engineer - Customer Service
Description For AI Engineer - Customer Service
Harper is an AI-native commercial insurance brokerage transforming the $900B commercial insurance market through automation. Fresh out of Y Combinator with $8M in funding, they're building cutting-edge AI systems to revolutionize insurance sales and customer service.
The AI Engineer - Customer Service role is a critical position focused on building sophisticated AI systems that can handle complex insurance-related conversations and transactions. The ideal candidate will work directly with the CEO and CTO to develop voice AI capable of 15+ minute natural conversations, implement multi-channel service automation, and create intelligent systems for policy management and customer support.
The tech stack is modern and comprehensive, including TypeScript/Node.js, Python, React/Next.js, and various AI/ML frameworks. The role involves working with cutting-edge technologies like LiveKit for real-time voice communication, Mastra and LangGraph for agent orchestration, and sophisticated RAG systems for knowledge retrieval.
The position offers competitive compensation ($125K-$220K) plus equity (0.25%-1.00%) and requires working from their San Francisco office. The company provides relocation assistance and believes in intensive in-person collaboration for optimal team performance.
This is an excellent opportunity for an experienced AI engineer who wants to make a significant impact in transforming the insurance industry through advanced AI applications. The role combines technical challenges with direct business impact, as the company aims to scale from $1.2M to $100M in run-rate ARR by December.
Responsibilities For AI Engineer - Customer Service
- Build voice AI systems capable of sustaining natural conversations for 15+ minutes
- Develop multi-channel AI agents across voice, email, chat, and web interfaces
- Create sophisticated retrieval systems for policy information
- Implement automated workflows for insurance transactions
- Design intelligent escalation systems
- Build self-service customer portals
- Develop analytics systems for customer satisfaction
- Create continuous learning loops for AI improvement
Requirements For AI Engineer - Customer Service
- Strong experience with both TypeScript/Node.js and Python
- Experience with modern agent orchestration frameworks (Mastra, LangGraph) and Model Context Protocol (MCP)
- Experience building sophisticated voice AI systems capable of sustaining natural conversations for 15+ minutes
- Proven track record implementing RAG systems for domain-specific knowledge retrieval
- Experience with multi-channel customer service automation
- Experience integrating AI systems with backend transactional systems or CRMs
- Advanced usage of Cursor or WindSurf coding IDE
- Must be based in San Francisco and work in-office 5.5 days per week
Benefits For AI Engineer - Customer Service
- Relocation assistance
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