VP Customer Operations

Insify; Netherlands; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Equity for eligible roles

Trust and autonomy in decision making

Job summary

Insify is seeking a VP of Customer Operations to lead customer experience and operations as they expand in Europe. The role involves setting quality standards and transitioning support to AI, all while managing the performance of the operations team across markets.

Candidates should have over 8 years in operations, with significant leadership experience, especially in fintech or regulated environments. This position offers competitive compensation, autonomy, and the opportunity to share in company equity.

Qualifications

• 8+ years in operations, with 3+ in senior leadership, ideally in fintech or insurtech.
• Experience managing teams of 20+ across multiple functions.
• Expertise in budget management and operational processes.

Responsibilities

• Ensure high-quality customer experience in operations and support.
• Transition support tasks to AI while enhancing customer satisfaction.
• Lead new market launches with scalable AI operations.

Skills

Operations management

Leadership

AI automation

Multilingual support

Data-driven decision making

Job description

A rare opportunity to take real ownership in a fast‑scaling European insurtech and shape outcomes that matter.

At Insify, we build insurance for entrepreneurs because we are entrepreneurs ourselves. We know what it’s like to build something from scratch, to take risks, and to carry responsibility that doesn’t switch off at 5 pm. Our mission is simple but ambitious: to make business insurance 10x simpler, faster, and fairer for entrepreneurs and SMEs across Europe. No paperwork. No fine print. No legacy complexity. Just modern software, smart automation, and a relentless focus on the customer. We are a high‑growth European scale‑up, backed by €43 M from world‑class investors, on a mission to become a global leader in digital insurance for entrepreneurs and SMEs. Starting in the Netherlands, we’ve expanded into France and Germany, and we’re only accelerating from here.

Our Culture

We’re not just building a company, we’re building a category leader. That comes with ambition, responsibility, and pace. Our culture is defined by three things:

• High ownership – People own problems end‑to‑end. If something is unclear or broken, we don’t wait – we step in and fix it.
• High pace – Priorities shift, and decisions are made quickly. We value momentum and learning over perfection.
• High standards – Outcomes matter more than optics. We care about results, quality, and follow‑through.

At the same time, you won’t be doing this alone. We believe great work happens through close collaboration. We work in person, challenge each other’s ideas, and expect contributions from everywhere, regardless of title or tenure. The best ideas often come from unexpected places, and we create space for them to surface.

This is a human‑sized company. You’ll know the people you work with, you’ll be able to walk over to anyone to ask a question or test an idea, and you’ll be part of the day‑to‑day energy of building together: from whiteboard discussions to shared lunches, dogs in the office, and moments to pause and reset.

We hire smart, ambitious people who think like owners, value intellectual honesty, and are motivated by impact rather than comfort. If you enjoy challenge, responsibility, and building something meaningful with others, you’ll likely thrive here. If you’re looking for predictability, narrow scopes, or a guaranteed 9‑to‑5, this likely won’t be the right fit – and that’s okay.

Your Mission

Customer operations in insurance is entering a new paradigm, and Insify, despite being an insurtech, is no exception. Historically, our customers have faced two challenges: a lack of digital product availability and difficulty understanding what they actually need (which has meant relying on human advisors). Insify is leveraging AI to revolutionise that second half of the equation, along with every customer interaction that flows from it.

As VP Customer Operations, you own every touchpoint, every single step in the customer journey, from pre‑purchase questions about coverage to everything that happens once they’re insured. That puts you at the center of Insify’s AI transformation.

You have a MT seat as a full co‑owner of Insify’s strategic direction. This is a role for someone who thinks at the level of the business, not just the function.

Key Responsibilities

• Ensure our team of insurance and support experts continues to deliver a top‑notch experience to customers and prospects.
• Transition support to be handled by AI (SmartGuide), while improving quality and customer satisfaction.
• Roll out AI automation with a seamless multi‑channel approach: website (SmartGuide), WhatsApp, email, and eventually voice and video.
• Lead the launch of new markets over the next 12 to 18 months, delivering AI‑enabled operational scalability as Insify expands across Europe.
• Partner with Product and Tech to turn operational bottlenecks into product improvements and automation wins.
• Set and hold the bar on quality and speed across all customer‑facing workflows: responses, case handling, and channel coverage, whether delivered by AI or humans.
• Own the customer experience metrics across all markets: CSAT, first‑response time, resolution time, first‑time‑right, STP‑rate and contact rate per policy.
• Own the post‑application customer journey: MTAs, cross‑sell moments, and keeping customer profiles accurate and up‑to‑date.
• Own the performance of Customer Operations across NL, FR, and DE: headcount, tooling, SLA delivery, and cost efficiency.
• Lead and develop your team of support and insurance specialists across NL, FR, and DE, plus the additional markets we’re adding over the next 12 to 18 months.
• Translate business strategy into quarterly Ops priorities and hold the team accountable.

Who You Are

• 8+ years in operations, with at least 3 in a senior leadership role, ideally in fintech, insurtech, or another regulated environment.
• Managed teams of 20+ across multiple functions and built the leadership layer beneath you.
• Own a Customer Operations budget, think in cost‑per‑contact and deflection rate, and make headcount decisions without losing sight of customer outcomes.
• Re‑imagined operational processes from scratch, not just inherited and optimised them.
• Have knowledge of how to use data to spot problems early: you set the metrics, interrogate the dashboards, and own the follow‑through.
• Managed multilingual, multi‑market support teams and know what it takes to keep quality consistent across our markets.
• A track record of working with product and tech teams to automate manual workflows and actually get it shipped.

We’re Not Looking For

• You are looking for a strict 40‑hour work week.
• You need fully defined scopes and stable priorities to perform well.
• You prefer staying high‑level and avoiding hands‑on execution.
• You expect long ramp‑up periods before taking ownership.

What We Offer

• Competitive compensation that reflects responsibility and impact.
• Trust and autonomy: you’ll have real ownership and room to make decisions.
• Space to grow and shape your role as Insify evolves, based on your interests and strengths.
• A steep learning curve, with support from experienced teammates.
• The opportunity to share in what we’re building, with equity for eligible roles once there’s mutual conviction on fit and impact.
• A welcoming, central Amsterdam HQ where we work closely together: shared lunches, dogs in the office, whiteboards, and end‑of‑week drinks.
• An international, ambitious team that enjoys building meaningful things together.