Head of Customer Operations, Atlanta

The role

You will build the Atlanta office into a customer operations team that keeps small businesses covered, and run it without needing San Francisco in the room. You hire most of the team, set the daily rhythm, and decide what good work looks like.

What you will do

• Hire cohorts of three to five people at a time, screened for learning speed first
• Run a four-day training and certification before anyone works a live account
• Keep licenses on schedule and run a quality check on every new hire's work
• Run a daily rhythm: morning and evening reviews, urgent items cleared every day, and tasks over 30 minutes flagged
• Make sure every case has one owner, one current state and one promised update
• Promote team leads from the floor and grow insurance specialists who teach
• Turn repeated problems in Atlanta into requests to the AI operators with evidence attached

Required qualifications

• Experience running a high-volume, customer-facing operation of 25 or more people
• Experience in a contact center, claims, logistics, marketplace or fintech operations
• Experience hiring and growing a team
• Use of data and AI tools yourself
• Ability to run an office on your own while staying in sync with leadership

Nice to have

• Insurance experience

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Meals at the office
• Parking or commuter support

Before you apply

• Insurance is taught on the job, and insurance experience is not required
• Hiring usually takes two to three weeks and includes a call with a founder, a working session, and a day in the office with the team, followed by references

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 end to end for about 1,000 new small businesses a month.