---
title: 'Customer Operations Lead, Claims at Fetch Pet'
canonical: 'https://feeny.ai/job/customer-operations-lead-claims-fetch-pet-sydney-pz9pdnv4ggrh'
type: 'job'
last_seen: '2026-09-14'
---

# Customer Operations Lead, Claims at Fetch Pet

- **Company:** Fetch Pet
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-06-30
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/fetch-pet-health/b1232cd7-8a24-437b-94a8-1445a6f60ac5/application

> Lead the Customer Operations team to deliver high-quality pet treatment support and claims experience. Build the operating system, coach the team, and partner with Product and Engineering to improve customer journeys and operational efficiency.

## Job description

## 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

## About Fetch Pet

## Company Overview
- **One-liner**: Fetch Pet is an Australian pet insurance and health platform that combines insurance, 24/7 vet support, and a health app to simplify pet care for modern pet parents.
- **Entity Type**: Private (Series A)
- **Headquarters**: Sydney, Australia
- **Founded**: 2022
- **Founders**: Phil Wilson-Brown (CEO) and Foo Xin (CTO)

## Core Business
- **Primary industry/industries**: Pet Insurance, Pet Health Technology, Insurtech
- **Target customers**: B2C – pet owners (dog and cat parents) in Australia
- **Mission or purpose statement**: To give every pet access to the best vet care with great cover, and to help Aussie pets thrive through a subscription that brings together insurance, prevention, insights, and rewards.

## Products & Services
- **Fetch Pet Insurance**: Comprehensive pet insurance covering up to $30k per year, including all conditions (hereditary, cancer, dental, etc.) with no sub-limits. Covers injury (2-day wait), illness (30-day wait), and specified conditions (90-day wait).
- **FetchPay™**: Claims payment system that pays vets directly, reducing out-of-pocket costs for pet parents.
- **24/7 Vet Support**: In-app chat and phone access to a veterinary team for emergencies and health questions.
- **Fetch Health App**: A one-stop pink app for insurance, health records, care plans, and rewards – designed to bring together all aspects of pet health management.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – USD $3.2 million (Seed round led by Airtree Ventures in September 2023); Series A raised from Lightspeed and Airtree (amount undisclosed)
- **Notable Investors/Partners**: Airtree Ventures, Lightspeed Venture Partners; backed by vets, insurance CEOs, pet retailers, startup founders, and tech operators. Member of Pet Industry Australia. Insurance underwritten by Pacific International Insurance.
- **Growth Signals**: Rated #1 by Choice Magazine; 4.9 ⭐ rating on ProductReview; headcount grew 42.9% YoY to ~34 employees; actively hiring 11+ roles; expanding to cats and kittens; two team retreats annually.

## Competitive Advantages
- **Vertically integrated platform**: Builds its own insurance platform, runs its own claims, and handles everything from cover setup to customer support – unlike many competitors who white-label.
- **Vet-led team**: Founders and many team members are vets, vet nurses, or insurance pros with experience caring for over 1 million pets, giving deep domain expertise.
- **Direct-to-vet claims (FetchPay™)**: Reduces friction for pet parents by paying vets directly.
- **Australian-owned and operated**: Holds its own AFSL (No 540762), giving it full control over product design and customer experience.
- **Strong brand and customer love**: Top-rated on ProductReview and Choice Magazine, with a distinctive pink brand and playful tone.

## Strategic Focus
- **AI-driven pet health**: Actively building AI-powered clinical workflows for triage, symptom evaluation, summarisation, and personalised care recommendations.
- **Platform expansion**: Moving from pure insurance to a broader pet health ecosystem (prevention, insights, rewards).
- **Event-driven architecture**: Investing in real-time, event-driven systems to integrate fragmented veterinary data and trigger health insights.
- **Scaling the team**: Aggressively hiring across engineering, data, product, marketing, and operations to support rapid growth.

## Why Work Here
- **Culture**: Described as ambitious, collaborative, and genuinely fun – "weird is welcome" and team members are encouraged to debate with founders and contribute to strategy.
- **Work policy**: Hybrid – 3 days in Sydney office (Tue/Wed/Thu) with flexible WFH.
- **Perks**: Competitive Series A salary + meaningful equity; latest MacBook Pro; unlimited AI tools (Cursor, Claude) with no token limits; office dogs; bean-to-cup coffee machine, unlimited fruit and snacks; two team retreats per year (recently Blue Mountains, SXSW, Singapore).
- **Engineering culture**: Engineers work directly with vets, ops, and product teams; ownership of high-impact features; emphasis on shipping real products that improve pet health outcomes.
- **Growth opportunity**: Early-stage (Series A) with fast growth – direct impact on product direction and company trajectory.

## Sources
1. [fetchpet.com.au](https://www.fetchpet.com.au/) – Official site
2. [fetchpet.com.au/about](https://www.fetchpet.com.au/about) – About page
3. [fetchpet.com.au/careers](https://www.fetchpet.com.au/careers) – Careers page
4. [linkedin.com/company/fetchpetau](https://au.linkedin.com/company/fetchpetau) – LinkedIn company page
5. [fetchpet.com.au/careers/senior-software-engineer-(ai-and-platform)](https://www.fetchpet.com.au/careers/senior-software-engineer-(ai-and-platform)) – Senior Software Engineer job posting

## Other roles at Fetch Pet

- [Head of Growth](https://feeny.ai/job/head-of-growth-fetch-pet-sydney-y8gnnz924wxx) — Sydney, Australia
- [Vet Technical Operations Associate](https://feeny.ai/job/vet-technical-operations-associate-fetch-pet-sydney-1hqvt4xe5v90) — Sydney, Australia
- [Social & Content Lead](https://feeny.ai/job/social-content-lead-fetch-pet-sydney-vbhd0adxsxh4) — Sydney, Australia
- [Customer Experience & Comms Specialist](https://feeny.ai/job/customer-experience-comms-specialist-fetch-pet-sydney-gwjpbp4k37zs) — Sydney, Australia
- [Front-end Engineer (React)](https://feeny.ai/job/front-end-engineer-react-fetch-pet-sydney-34vdvf95tes9) — Sydney, Australia
- [Software Engineer (AI and Platform)](https://feeny.ai/job/software-engineer-ai-and-platform-fetch-pet-sydney-5w7a1qdhwthv) — Sydney, Australia
- [Senior Software Engineer (AI and Platform)](https://feeny.ai/job/senior-software-engineer-ai-and-platform-fetch-pet-sydney-6bcg728zvvff) — Sydney, Australia