Customer Operations Lead, Claims @ Fetch

Hatch; Sydney; Híbrido; AUD 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity

Hybrid work

MacBook Pro

Team retreats

Office dogs

Coffee & snacks

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

People leadership

Coaching

Operations management

Customer focus

Cross-functional collaboration

Process design

Descrição da oferta de emprego

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

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