Customer Operations Lead, Claims @ Fetch

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

Benefits offered by this job

Hybrid working

Latest MacBook Pro setup

Two team retreats each year

Office dogs

Bean to cup coffee machine

Unlimited fruit and snacks

Toblerone on-tap

Job summary

Fetch is seeking a Customer Operations Lead to head the claims and treatment support team. You will establish operating rhythms, coach the team, and design end-to-end journeys across humans, AI, and vets. The role partners with Product and Engineering to drive improvements with strong judgment and fairness.

The position is Sydney-based with hybrid options, offering competitive Series A salary plus meaningful equity, and a supportive culture with strong emphasis on customer outcomes.

Qualifications

• Experience in a fast-paced, digital, customer-facing environment.
• Proven track record delivering excellent customer outcomes (CSAT/NPS).
• Strong people leadership with coaching and performance conversations.
• Good judgement and empathy in difficult or ambiguous situations.
• Systems mindset: improve the machine, not just the moment.

Responsibilities

• Lead a high-performance Customer Operations team with coaching and cadence.
• Own daily operations: queue health, turnaround times, capacity and SLAs.
• Build the operating system: dashboards, playbooks, training and escalation paths.
• Design seamless journeys across humans, AI, and partners with clear handoffs.
• Partner with Product, Engineering, and Risk/Compliance to implement improvements.

Skills

Leadership

Coaching

Empathy

Systems mindset

Cross-functional collaboration

Risk/Compliance

Root-cause analysis

Customer outcomes

Job description

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

Key Responsibilities

• Leading the Customer Operations team

Key Strengths

• Coaching and leadership
• 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.