About the role
🐾 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.
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
🚀 Your role
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.
🎯 What You’ll Do
Lead performance
💖 Why You’ll Love It
You combine operational discipline with practical leadership and high agency.
🎁 What it’s like here
Send us your CV and a short note covering:
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
🚀 Your role
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.
🎯 What You’ll Do
Lead performance
- 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
💖 Why You’ll Love It
- 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
🎁 What it’s like here
- 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