Head Of Customer Operations

Apply now

Head Of Customer Operations 

At Insify we're looking for a Head of Customer Operations to join our team and drive the growth and scalability of our Customer Operations team.

Full-time · Amsterdam

Join the revolution to free entrepreneurs

Commercial insurance needs to change. Insify was born out of our frustration with how traditional insurers operate. We’re a start-up that is well underway to change the “dull” and “tedious” image of insurance to engaging, easy, and reliable (yes, really!).

We are a tech company at heart, building our proprietary insurance platform. We extensively rely on data (API integrations, natural language processing, machine learning) to figure out how to best get (and keep) our customer’s companies insured. Combined with our fully online portal, real attention to UX, and leading underwriting, taking out business insurance may just become a fun experience.

Insify is based in Amsterdam and has raised over €17 million, from some of the world’s leading venture capital funds, including Accel, Fly Ventures, Frontline Ventures and Visionaries Club. Our team is led by seasoned entrepreneurs who have built and exited successful businesses in fintech/e-commerce. We are fully licensed and are re-insured by Munich Re, the largest global reinsurer. Now it's all about turning the global $720bn insurance business upside down.

Your mission  

Prepare to join the ride to disrupt one of the most competitive and difficult to crack markets. The incumbents we are challenging are massive and well entrenched. They will not give up their cash cow position without a fight. Fortunately, this also means the payoff of building a neo-insurer is enormous. And we have a product that is 10x better.

We’re scaling up and expanding across Europe. Expanding means adding more countries, launching new products and making these available to a wider range of customers. We take pride in providing our customers an experience that is unparalleled in today’s industry.

As our Head of Customer Operations, you’ll be leading one of our most strategic teams, making sure that all of our customer interactions are delivered with the highest level of quality and care while scaling our operational capabilities, gearing to deliver on our ambition to be the biggest SME insurer in Europe by 2031. 

Areas of ownership:

  • Lead and grow our Customer Operations team across France, Germany and The Netherlands, and expanding rapidly. Drive the hiring needs, attracting great talents into the team, and provide effective leadership for professional growth, engagement and high impact
  • Design and drive the adoption of common processes, tools and metrics across all countries for improved productivity, while catering to the commercial needs of each countries
  • Develop and implement a scalable operating model that allows operations to handle rapid expansion across both existing and new countries, with a strong focus on automation
  • Build team capabilities to capitalize on the commercial opportunities during customer interactions
  • Safeguard the quality of our customer interactions, engaging with the Product and Technology teams to help improve customer experience and translate customer feedback into actionable input
  • Identify and use data analytics to report on impact and performance. Engage cross functionally with Leadership, Product and Sales teams to present strategic insights, supported by solid data models, to drive our Product improvements and Go-To-Market efforts
  • This is a strategic role for the business and as such you report directly into the COO/Co-Founder.

Who we’re searching for

  • 5+ years leadership experience in Customer Operations or Customer Success, preferably in a startup/scale-up environment
  • Proven experience in scaling Customer Operations and building commercially minded teams
  • Prior experience in strategy consultancy is a big plus
  • Prior knowledge on SME insurance is a plus, but not a must
  • Growth oriented leader, capable of driving change and executing for impact in a fast-paced environment
  • You have a degree (BSc or more) from a leading university, or equivalent experience.
  • Our company language is English. Dutch is not required but mastery of French or German is a strong plus.

The Social Stuff

We ask direct questions to challenge and coach each other to constantly improve our work. We know that a truly diverse team in gender, cultural background, and age can move mountains. 

Grit, Impact, Entrepreneurship and Trust are some of our key values. We have strong deadlines and work tirelessly to deliver on them. Whatever the work, we all love the challenge, and share the fun of learning new stuff and celebrating success and failure together.

Apply for the job

Do you want to join our team as our new Customer Operations Manager? Then we'd love to hear about you!