Customer Operations Lead, Claims

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, 3-4 days in-office) - 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 improv…