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Sydney, New South Wales, Australia
Hybrid
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 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
Sydney (Hybrid, 3-4 days in-office)
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
How to apply
Apply via the link, along with a quick note highlighting (bonus points if you include a photo of your pet 🐾):
A customer operations system you built (team + metrics + cadence) and the outcome it drove
The most "magical" customer experience you've given someone in a high–stakes moment
One product/journey fix you drove through to shipped change
