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
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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
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Customer operations experience
Experience in a fast-paced, digital, customer-facing environment.View
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Track record of customer outcomes
Proven history of delivering high CSAT and NPS scores.View
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People leadership skills
Demonstrated experience coaching and building high-performance teams.View
