Customer Operations Lead, Claims

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

This is a Customer Operations Lead, Claims role with Fetch based in Sydney, NSW, AU

= Fetch =

Role Seniority – senior, director, c-level

More about the Customer Operations Lead, Claims role at Fetch

About Fetch

Fetch is how modern pet parents give their pets the best care. One pink app for insurance, health, and care – easy, fair, and kinda fun. We’ve raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we’re growing fast.

Your role

You’ll lead the Customer Operations team that delivers Fetch’s pet treatment support and claims experience. This is the moment our promise matters most: when a pet is sick, a pet parent is stressed, and they need us to be understanding, clear and easy to deal with. Your job is to make sure every interaction is handled with care, decisions are made quickly and fairly, and the function runs with strong judgement, high standards and real operating discipline.

This is a leader-builder role: you’ll coach the team, set the standards and operating rhythm, build the system (process, calibration, playbooks), and jump in to lead the difficult moments yourself. You’ll also partner deeply with Product and Engineering to fix journeys at the source, and design the right human + AI workflows, including handoffs and escalation paths.

• Title: Customer Operations Lead, Claims
• Location: Sydney (Hybrid) preferred or Remote considered
• Compensation: Competitive Series A salary + meaningful equity

What You’ll Do

• Run a high-performance team: Coaching, feedback, hiring, capability-building; set clear expectations; bring strong rituals and cadence; drive culture of continuous improvement (tangible high standards, not just vibes).
• Own the daily operation: Queue health, turnaround times, capacity planning, and service levels - and stepping into escalations/complex cases when needed to protect quality and fairness.
• Build the operating system: Reporting/dashboards, playbooks, training, and escalation paths that make great judgement consistent and lift performance every week.
• Design the end-to-end journeys: Make the pet treatment/claims experience seamless across humans, AI, and partners (vets and other stakeholders) - with clear handoffs, monitoring, and constant feedback loops for continuous improvement.
• Partner with Product, Engineering, and Risk/Compliance: Turn customer + frontline insights into real improvements: remove friction, reduce repeat contact, improve decision clarity, and keep the operation consistent and compliant.

What You’ll Build

This isn’t “manage the inbox.” You’ll build the system that makes care feel effortless:

• A high-performing Customer Ops team with strong coaching, role clarity, and measurable excellence
• Service metrics that actually run the business: CSAT, NPS, turnaround time, first-contact resolution, quality scores, leakage, plus external review ratings you want to keep improving
• An automation + human collaboration model: what gets automated, what needs judgement, and how handoffs + escalation paths work
• A claims/treatments experience that feels intuitive and caring: paying vets or reimbursing customers with clarity, speed, and empathy - even in grey-area cases
• A continuous-improvement loop wired into product: root-cause analysis, journey fixes, and measurable impact

About You

You’re a customer-obsessed operator who can lead teams and do the hard graft, and it’s a great fit for a dynamic ops lead who’s ~1–2 years away from a Head of Ops role:

Must-haves

• Experience in a fast-paced, digital, customer-facing environment (high-volume, high-trust, high-standards)
• Track record of delivering excellent customer outcomes (e.g., consistently high CSAT/NPS/reviews and fast turnaround times)
• Proven people leadership: coaching and building a high-performance team, including confident performance conversations
• Strong judgement and empathy in difficult, emotional, or ambiguous situations
• Systems mindset: you improve the machine, not just the moment
• Comfort collaborating cross-functionally with Product and Engineering (and working well with Risk/Compliance constraints in regulated/high-trust environments)
• Experience improving journeys through root-cause analysis and shipping product/process fixes
• Strong written communication and ability to set standards through playbooks and examples

And The Perks

• Competitive Series A salary + meaningful equity
• Hybrid working (3 days Sydney office, flexible WFH)
• 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 we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Fetch team will be there to support your growth.

Key Responsibilities

• Leading the Customer Operations team
• Building operational systems
• Designing customer journeys

Key Strengths

• Customer operations management
• Coaching and leadership
• Cross-functional collaboration
• Data analysis
• Process improvement
• Empathy and emotional intelligence

Why Fetch is partnering with Hatch on this role.

Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Fetch not with Hatch.