VP of Customer Success

The role

Build and run Harper's customer operation, from first contact to active policy, renewal and recovery, across three locations. Decide who works which queue, set the cadence, and move work from people to agents without dropping a customer.

What you will do

• Own every queue from first contact to active policy, renewal and recovery, with service levels, backlog and cost per customer
• Plan capacity by queue, shift and office, scaling volume without scaling headcount at the same rate
• Decide which work agents finish end to end, which a person approves, and which stays with a licensed expert
• Lead the San Francisco, Atlanta and Pakistan teams, each run by a lead who reports to you
• Set the talent model of domain experts and high-volume operators, with an operator in every pod
• Keep quality high: one owner per account, honest customer answers, and errors caught before they reach a carrier or customer

Required qualifications

• Experience scaling customer operations or support to millions of customers or transactions in delivery, marketplaces, consumer fintech, payments, insurance or SMB software
• Ability to show volume, headcount and cost per contact before and after
• Experience thinking in queues, arrivals, handle times and owners
• Experience with workforce planning, tiered support, quality programs and offshore or partner teams
• Experience moving real volume from people to automation or AI and staying accountable for the customer outcome
• Experience leading experts and high-volume operators in the same organization
• Care for customers, and the ability to be described that way by people who have worked for you
• Use of AI tools yourself

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Breakfast, lunch and dinner at the office
• Commuter benefits
• Gym membership
• Meaningful equity
• 15 to 20% bonus

Before you apply

• Harper will consider qualified applicants with arrest and conviction records in a manner consistent with the San Francisco Fair Chance Ordinance
• Hiring usually takes three to four weeks and includes a working session on Harper's real queue data
• Harper replies within 48 hours at every stage

About the company

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