Head of Customer Operations & Claims

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 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.