Customer Operations Lead, Claims

Sydney, Remote. Posted 4 months ago

The role

You will lead the Customer Operations team to deliver pet treatment support and claims experience. You will coach the team, build operating systems, and partner with Product and Engineering to design human and AI workflows.

What you will do

Run a high-performance team through coaching, feedback, and hiring
Own daily operations including queue health, turnaround times, and capacity planning
Step into escalations and complex cases
Build the operating system including reporting, dashboards, playbooks, and training
Design end-to-end journeys across humans, AI, and partners
Partner with Product, Engineering, and Risk/Compliance to improve journeys
Drive a culture of continuous improvement
Build an automation and human collaboration model

Required qualifications

Experience in a fast-paced, digital, customer-facing environment
Track record of delivering excellent customer outcomes
Proven people leadership including coaching and performance conversations
Strong judgement and empathy in difficult, emotional, or ambiguous situations
Systems mindset
Comfort collaborating cross-functionally with Product and Engineering
Experience improving journeys through root-cause analysis and shipping product/process fixes
Strong written communication

Nice to have

A photo of your pet

Benefits

Competitive Series A salary + meaningful equity
Latest MacBook Pro and a top setup
Two team retreats each year
Office dogs for cuddles and interruptions
Bean to cup coffee machine
Unlimited fruit and snacks
Toblerone on-tap

Before you apply

Apply with a note highlighting a customer operations system you built, a magical customer experience, and a product/journey fix you drove
We use AI tools to help our team review applications

About the company

Fetch is an app for insurance, health, and care for pets. They have raised a Series A from Lightspeed and Airtree.