Head of Customer Experience
About the role
Head of Customer Experience at Harper, an AI-native commercial insurance brokerage, leading the full service lifecycle, shaping CX tooling, and scaling operations in a hypergrowth environment.
Responsibilities
- Get in the queue — work real tickets and escalations from day one to learn the customer, the product, and the operation from the inside out
- Ship quick wins — immediately reduce repeat contacts and rework while building the long-term model
- Own end-to-end customer experience — COIs, endorsements, renewals, claims coordination, billing escalations, carrier follow-ups, quality, and trust
- Own the CX product roadmap — spec, build, and validate CX tooling with engineering: customer portal, self-serve flows, routing/triage, automation guardrails
- Build scalable systems — map workflows into AI → self-serve → human → escalation; instrument everything
- Establish the defect loop — weekly cadence with Product/Eng to fix recurring issues upstream
Qualifications
- Proven experience scaling CX/Ops through hypergrowth (10x+ volume) at a startup or high-growth company
- You have personally worked in the queue handling real tickets and customers
- Track record owning a product roadmap or building internal tooling with engineering
- Fluency in software development cycles: prioritization, testing, iteration
- Experience building scalable operating models (routing, escalation paths, QA/calibration)
- Experience with AI/automation as a core operating model in customer operations
- Default instinct to build solutions rather than always buying
- Comfort operating with minimal resources and incomplete tooling
- Based in San Francisco or willing to relocate immediately
Skills
Benefits
- Health, dental, and vision insurance
- Commuter benefits
- Team meals and snacks
About Harper
AI-native commercial insurance brokerage
At Harper, we are building a fully autonomous commercial insurance brokerage powered by AI. Our initial focus is on mid-sized businesses with complex insurance needs, but our vision is to eventually serve every business in the country. By leveraging AI to automate key workflows in the insurance process, we efficiently secure optimal coverage for each client's unique requirements at competitive prices and with rapid turnaround. Our AI system learns from the expertise of our brokers, accumulating not just knowledge but also the specific workflows, data, and capabilities that pave the way to full autonomy.
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