Fetch
9 followers7 jobs

Customer Operations Lead, Claims

SeniorDirectorC-LevelFull-timeOfficeHybridSydney NSW, AustraliaPosted 3 weeks agoVerified 5 days ago
Pending fitX of Y criteria met

About the job

Fetch is on a mission to provide modern pet parents with the best care for their furry friends. As the Customer Operations Lead, you will play a crucial role in ensuring that every interaction is handled with care and empathy, especially during stressful times. The team thrives on collaboration, high standards, and a commitment to continuous improvement, making it a fantastic place to grow and make a real impact.

You'll be responsible for

🚀

Leading the Customer Operations team

Overseeing the team that delivers pet treatment support and claims experience, ensuring high standards and quick decision-making.
🛠️

Building operational systems

Creating processes, playbooks, and reporting dashboards to enhance team performance and service quality.
🐾

Designing customer journeys

Crafting seamless experiences for pet parents, integrating human and AI interactions effectively.

Key criteria

🌟

Customer operations experience

Experience in a fast-paced, digital, customer-facing environment.

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📈

Track record of customer outcomes

Proven history of delivering high CSAT and NPS scores.

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🤝

People leadership skills

Demonstrated experience coaching and building high-performance teams.

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Meet the team

About the company

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3 criteria for this job
Customer operations experience
Experience in a fast-paced, digital, customer-facing environment.

View

Track record of customer outcomes
Proven history of delivering high CSAT and NPS scores.

View

People leadership skills
Demonstrated experience coaching and building high-performance teams.

View

A meaningful career starts with a match

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