Claims Operations Lead - Caring, Fast & Fair

Hatch; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Equity

Hybrid work

MacBook Pro

Team retreats

Office dogs

Coffee & snacks

Job summary

Fetch is seeking a Customer Operations Lead, Claims in Sydney. You’ll lead the Customer Operations team delivering pet treatment support and claims experience, coaching a high-performance team, setting standards, and partnering with Product and Engineering to improve journeys.

This role blends human and AI workflows, requires strong judgment, empathy, and a systems mindset, and offers hybrid work with equity in a fast-growing Series A company.

Qualifications

• Leads a high-performance customer ops team in a digital environment.
• Delivers excellent customer outcomes with consistent CSAT/NPS.
• Builds and documents processes, playbooks and escalation paths.
• Collaborates with product, engineering, and risk/compliance to improve journeys.

Responsibilities

• Coach, hire, and set expectations for the team.
• Manage queue health, turnaround times, and service levels; handle escalations.
• Create dashboards and playbooks to standardize decision making.
• Design end-to-end customer journeys across humans, AI, and partners.
• Turn customer insights into product/process improvements.

Skills

People leadership

Coaching

Operations management

Customer focus

Cross-functional collaboration

Process design

Job description

Fetch is seeking a Customer Operations Lead, Claims in Sydney. You’ll lead the Customer Operations team delivering pet treatment support and claims experience, coaching a high-performance team, setting standards, and partnering with Product and Engineering to improve journeys.

This role blends human and AI workflows, requires strong judgment, empathy, and a systems mindset, and offers hybrid work with equity in a fast-growing Series A company.