Claims Customer Ops Lead — Hybrid + Equity

Hatch; Sydney; Hybrid; AUD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive Series A salary + equity

Hybrid working (3 days in Sydney, WFH)

Latest MacBook Pro setup

Two team retreats each year

Office dogs

Bean to cup coffee machine

Job summary

Fetch is seeking a Customer Operations Lead for Claims in Sydney. You’ll lead the Customer Operations team, ensure high-quality care during pet treatment and claims, and partner with Product and Engineering to fix journeys with human + AI workflows.

The role combines leadership and hands-on operations, with hybrid work (3 days in Sydney) and equity. You’ll build playbooks, set standards, and scale a high-trust, high-velocity function that protects customer outcomes.

Qualifications

• Experience in a fast-paced, digital, customer-facing environment with high volume and high trust.
• Proven track record of delivering excellent customer outcomes (CSAT/NPS/reviews) and fast turnaround times.
• Demonstrated people leadership with coaching and building high-performance teams.
• Strong judgement and empathy in difficult, emotional, or ambiguous situations.

Responsibilities

• Lead the Customer Operations team with coaching, hiring, and capability-building; establish rituals and cadence for continuous improvement.
• Own daily operation: monitor queue health, turnaround times, capacity planning, and service levels; manage escalations.
• Build the operating system: dashboards, playbooks, training, and escalation paths to ensure consistent judgement and weekly performance lift.

Skills

Customer operations management

Coaching and leadership

Cross-functional collaboration

Data analysis

Process improvement

Empathy and emotional intelligence

Job description

Fetch is seeking a Customer Operations Lead for Claims in Sydney. You’ll lead the Customer Operations team, ensure high-quality care during pet treatment and claims, and partner with Product and Engineering to fix journeys with human + AI workflows.

The role combines leadership and hands-on operations, with hybrid work (3 days in Sydney) and equity. You’ll build playbooks, set standards, and scale a high-trust, high-velocity function that protects customer outcomes.