At a Glance
- Tasks: Lead a high-performance team to enhance pet treatment support and claims experience.
- Company: Fetch, the fun and modern app for pet insurance and care.
- Benefits: Competitive salary, equity, hybrid work, and awesome office perks.
- Other info: Join a dynamic team with a culture of continuous improvement and fun!
- Why this job: Make a real difference in pet parents' lives during tough times.
- Qualifications: Experience in customer operations and proven leadership skills.
The predicted salary is between 80000 - 104000 $ per year.
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.
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
- 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:
- 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.
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.
Customer Operations Lead, Claims in Sydney employer: Fetch Pet Health Pty Ltd
Fetch Pet Health Pty Ltd is an exceptional employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of Sydney. With a strong focus on employee growth, you will have the opportunity to work with cutting-edge technologies and innovative AI tools, while contributing to meaningful projects that enhance pet health. Enjoy a hybrid work model that promotes work-life balance, alongside a supportive team dedicated to your professional development.
