Key skills
AI
About this role
Role Overview
- 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
- Own daily operations
- Manage queue performance, workflows and capacity
- Protect service levels and turnaround times
- Step into complex cases and escalations when needed
- Build the operating system
- 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
- Improve and automate
- 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
- Protect quality and fairness
- Ensure processes are followed consistently
- Oversee complaints and escalations within your team
- Maintain strong alignment with Technical Leads and Risk & Compliance
Requirements
- 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.
Benefits
- Competitive Series A salary + meaningful equity
- 5 weeks annual leave
- Hybrid working
- Two team get-togethers each year
- Office dogs for cuddles and interruptions 🐶