Customer Operations Lead, Claims

About the company

Fetch is a modern pet care brand built for pet parents who want a simpler way to manage insurance, health, and everyday care. The company is known for a single app experience that aims to make pet support straightforward, fair, and enjoyable. It has raised Series A funding from Lightspeed and Airtree, has a strong customer reputation, and is expanding quickly.

The role

This position leads the Customer Operations team responsible for treatment support and claims handling. The team’s work matters most when customers are under pressure and need fast, clear, compassionate help. The goal is to ensure every interaction is handled with care, that decisions are made quickly and fairly, and that the operation runs with strong judgement, high standards, and disciplined execution.

This is a builder-leader role. You will coach the team, establish standards and operating rhythms, create the underlying system through process design, calibration, and playbooks, and personally step in for complex or sensitive situations. You will also work closely with Product and Engineering to fix issues at the source and design effective human-and-AI workflows, including handoffs and escalation paths.

Role details

• Position: Customer Operations Lead, Claims
• Location: Sydney is preferred in a hybrid setup, with remote working also considered
• Compensation: Competitive Series A salary plus meaningful equity

Key responsibilities

• Lead a high-performing team by coaching, giving feedback, hiring, building capability, setting expectations, and reinforcing a strong cadence of rituals and continuous improvement.
• Manage day-to-day operations by monitoring queues, turnaround times, capacity, and service levels, while stepping into escalations and complex cases to protect quality and fairness.
• Create the operating framework through dashboards, reporting, playbooks, training materials, and escalation paths that make sound judgement repeatable and improve results each week.
• Shape end-to-end customer journeys so treatment and claims experiences feel seamless across people, AI, and external partners such as vets, with clear handoffs, monitoring, and ongoing feedback loops.
• Work with Product, Engineering, Risk, and Compliance to convert customer and frontline insights into concrete improvements, reduce friction, lower repeat contacts, increase decision clarity, and keep operations consistent and compliant.

What you will build

• A strong Customer Operations team with clear roles, strong coaching, and measurable performance.
• Business-critical service metrics such as CSAT, NPS, turnaround time, first-contact resolution, quality scores, leakage, and external review ratings.
• An automation-and-human model that defines what can be automated, what requires judgement, and how handoffs and escalations should work.
• A claims and treatment experience that feels intuitive, caring, and fast, including clear payment to vets or reimbursement to customers, even in difficult edge cases.
• A continuous improvement loop connected to product, with root-cause analysis, journey fixes, and measurable business impact.

About you

You are an operator who is deeply customer-focused and comfortable both leading teams and rolling up your sleeves. This role is a strong fit for someone in a fast-moving operations leadership path who is roughly 1–2 years away from a Head of Operations role.

Must-have experience

• Background in a fast-moving, digital, customer-facing environment with high volume, high trust, and high standards.
• Proven delivery of strong customer outcomes, including high CSAT/NPS or review performance and fast turnaround times.
• People leadership experience, including coaching, building team performance, and handling performance conversations with confidence.
• Strong empathy and judgement when dealing with difficult, emotional, or ambiguous situations.
• A systems-oriented mindset focused on improving the operating machine, not just solving individual cases.
• Comfort working cross-functionally with Product and Engineering, while also navigating Risk and Compliance requirements in regulated or high-trust settings.
• Experience improving journeys through root-cause analysis and implementing product or process changes.
• Excellent written communication and the ability to define standards through playbooks and examples.

Compensation and perks

• Competitive Series A salary plus meaningful equity.
• Hybrid work arrangement with three days in the Sydney office and flexible work-from-home options.
• Latest MacBook Pro and a high-quality workstation setup.
• Two team retreats every year.
• Office dogs.
• Bean-to-cup coffee machine, unlimited fruit and snacks, and Toblerone available on tap.

How to apply

Applicants are asked to submit a short note that covers the following:

• A customer operations system you built, including team structure, metrics, and cadence, and the outcome it produced.
• The most memorable high-stakes customer experience you created for someone in a critical moment.
• One product or journey improvement you led through to shipped change.

Additional information

The role is framed as an opportunity for a leader-builder who can create the systems, standards, and workflows that make customer care feel effortless. It is focused on claims and treatment support, with a strong emphasis on fairness, empathy, operational discipline, and cross-functional improvement.