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.
We’re looking for an ambitious customer operations leader to build and lead our customer-facing team while designing the systems, automation and processes that scale an exceptional experience for every pet parent.
Location: Sydney (Hybrid) or Remote
Employment type: Full-time
Compensation: Competitive Series A salary + meaningful equity
Lead and scale one of Fetch’s core frontline functions.
This is a hands-on operational leadership role, for someone who loves building. You will own the day-to-day performance, rhythm and standards of a critical function such as Claims or Onboarding.
You will lead a frontline team delivering amazing customer outcomes through our app-first, AI-supported model.
We are still small enough that your impact will be obvious but big enough that structure, discipline and clear accountability matter.
Coach and develop a high-performing frontline team
Set clear expectations and run consistent 1:1s and performance conversations
Build engagement while maintaining high standards
Manage queue performance, workflows and capacity
Protect service levels and turnaround times
Step into complex cases and escalations when needed
Help design metrics, dashboards and weekly cadences
Turn messy reality into simple, scalable systems
Work with our technical vet leads to build playbooks and training so “great” is consistent
Partner with Product and Engineering to automate the right work
Help design effective human + AI workflows with clear handoffs and escalation paths
Use operational insights to drive system and process improvements
Ensure processes are followed consistently
Oversee complaints and escalations within your team
Maintain strong alignment with Technical Leads and Risk & Compliance
You will carry clear accountability for team engagement, operational performance, quality and compliance.
You will shape how a modern digital insurance operation runs
You will lead a high-impact team
You will influence product and automation decisions directly
You will help to build systems and products that thousands of pet parents rely on
You combine operational discipline with practical leadership and high agency.
Have built or scaled operations in a startup or high-growth environment
Have led frontline teams and delivered measurable performance improvements
Are comfortable running metrics, dashboards and workforce management systems
Think in systems and improve them relentlessly
Have experience in a regulated environment such as insurance, health or fintech
Are confident having performance conversations
Stay calm and decisive in ambiguity
Evidence of delivery of amazing customer service
Pet insurance experience is helpful, not essential.
Competitive Series A salary + meaningful equity
Hybrid working
5 weeks annual leave
Two team get-togethers each year
Office dogs for cuddles and interruptions 🐶
Send us your CV and a short note covering:
The best operational system, process or workflow you’ve built (or rebuilt) and what you changed
The most “magical” customer or claims experience you’ve given someone
What you’d fix first at Fetch, and why
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