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harperinsure

Head of Customer Operations, Atlanta

  • Atlanta
  • Full-time
  • $160K - $200K
  • Posted
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Skills

  • Customer Success
  • Logistics
  • Operations

Job description

At a glance: Atlanta, on site · $160K to $200K, plus bonus and equity · Reports to Tushar Nair, co-founder, until our VP of Customer Success starts · Builds and runs our Atlanta customer operations office

Harper is an AI-native commercial insurance brokerage, backed by Y Combinator, with offices in San Francisco and Atlanta. We do the insurance work end to end for about 1,000 new small businesses a month, with agents and people working the same accounts.

ROLE IN ONE LINE

Build the Atlanta office into a customer operations team that keeps small businesses covered, and run it without needing San Francisco in the room.

Atlanta is where most of our frontline and licensed customer operations, and most of our insurance specialists, will sit: the people who answer the phones, bind the policies and fix the problems for small businesses across the country. It is early. You hire most of the team, set the rhythm, and decide what great looks like.

WHY NOW

We are opening the office now, and the first cohorts start in November. What we learned the hard way in San Francisco: a cadence can hold the urgent pile but not fix the system; the newest urgent item gets worked before the oldest; and too many hands on one account means nobody closes it. You run an office that does not repeat those.

WHAT YOU OWN

•Hiring. Cohorts of three to five at a time, screened for learning speed first. Insurance is taught here.
•The ramp. Four days of structured training and a certification before anyone touches a live account, licenses on schedule, and a quality check on every new hire’s work.
•The daily rhythm. Two shifts that cover both coasts, a morning and evening review, urgent items cleared every day, and any task over 30 minutes flagged.
•Quality. Every case has one owner, one current state and one promised update. You measure it and fix what slips.
•Leaders. Team leads promoted from the floor, and insurance specialists who teach, not just escalate.
•The bridge to San Francisco. What breaks three times in Atlanta becomes a request to our AI operators, with the evidence attached.

WHAT DONE MEANS

•Urgent items cleared every day, from Atlanta, without San Francisco stepping in.
•People you hired get promoted.
•San Francisco hears about problems from your data before it hears about them from customers.

YOUR FIRST 90 DAYS

•Day 30: the first cohort is through certification and on the live queue with a quality check running.
•Day 60: the second cohort is in, licenses are on schedule, and the daily review runs without you.
•Day 90: you have named your first team lead from the floor, and the office’s weekly numbers are yours.

WHO THRIVES HERE

•You have run a high-volume, customer-facing operation of 25 or more people: contact center, claims, logistics, marketplace or fintech operations.
•You hire well and can show us people you grew.
•You use data and AI tools yourself, not just through an analyst.
•You can run an office on your own and still stay tightly in sync with leadership.

WHAT WE TEACH, WHAT YOU BRING

We teach the insurance and how Harper runs. You bring operating rhythm, hiring judgment, and a record of building a team rather than inheriting one. Insurance experience helps; it is not required.

WHO SHOULD NOT APPLY

•You want to manage managers and stay off the floor.
•You want a mature process to maintain rather than one to build.

PAY, SCHEDULE AND PLACE

•$160K to $200K, plus bonus and equity.
•On site in Atlanta Monday to Friday, across both shifts as the floor needs, with regular trips to San Francisco.
•Next steps: broader customer operations leadership as we open more offices.

BENEFITS

Health, dental and vision. Meals at the office. Parking or commuter support.

HOW WE HIRE (USUALLY TWO TO THREE WEEKS)

1. A call with a founder. We reply within 48 hours at every stage.

2. A working session: our real volume and staffing numbers, and how you would run the first 90 days.

3. A day in the office with the team, then references. We decide within a week.

HOW TO APPLY

Send your resume and tell us about an operation you built or turned around: how many people, the numbers before and after, and the one decision that mattered most.

Harper is an equal opportunity employer. If you need an accommodation at any point in the process, tell us and we will make it work.

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