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VP Customer Operations
Full-time
Insify is looking for a sharp, execution-obsessed, and commercially minded
VP Customer Operations
to join our team. In this high-visibility role, you will own every customer touchpoint across Insify's markets and lead our AI transformation in operations. If you are a leader who thinks at the level of the business, not just the function, we want to meet you.
As
VP Customer Operations
About Insify
We aren't just building a company; we’re leading a revolution. Our culture is intense, high-stakes, and mission-driven. We hire smart, ambitious "owners" who possess a relentless drive to win. This is an environment for those who thrive on challenges, value intellectual honesty, and share our mindset of becoming a global category leader.
Your mission
Customer Operations in insurance is entering a new paradigm, and Insify, despite being an insurtech, is no exception.Historically, our customers have faced two challenges: a lack of digital product availability, and difficulty understanding what they actually need (which has meant relying on human advisors). Insify is leveraging AI to revolutionize the second half of that equation, along with every customer interaction that flows from it.As VP Customer Operations, you own every touchpoint every single step in the customer journey, from pre-purchase questions about coverage to everything that happens once they're insured. That puts you at the center of Insify's AI transformation. You'll:
Ensure our team of insurance and support experts continues to deliver a top-notch experience to customers and prospects
Transition support to be handled by AI (SmartGuide), while improving quality and customer satisfaction
Roll out AI automation with a seamless multi-channel approach: website (SmartGuide), WhatsApp, email, and eventually voice and video
In particular, you will:
AI & automation
Act as the key business stakeholder for SmartGuide (our AI Coach). You set the priorities, own the outcomes, and work closely with the tech team to prioritise what it covers, where it hands off to a human, and how it improves over time
Own implementation across all communication channels: website, WhatsApp, email, and ultimately voice and video
Partner with Product and Tech to turn operational bottlenecks into product improvements and automation wins
to clear outcomes
Customer Experience & Quality
Set and hold the bar on quality and speed across all customer-facing workflows: responses, case handling, and channel coverage, whether delivered by AI or humans
Own the customer experience metrics across all markets: CSAT, first response time, resolution time, first time right, STP-rate and contact rate per policy
Own the post-application customer journey: MTAs, cross-sell moments, and keeping customer profiles accurate and up to date
Team & performance
Own the performance of Customer Operations across NL, FR, and DE: headcount, tooling, SLA delivery, and cost efficiency
Lead and develop your team of support and insurance specialists across NL, FR, and DE, plus the additional markets we're adding over the next 12 to 18 months
Translate business strategy into quarterly Ops priorities and hold the team accountable
This role is a strong fit if you have:
8+ years in operations, with at least 3 in a senior leadership role, ideally in fintech, insurtech, or another regulated environment
Managed teams of 20+ across multiple functions and built the leadership layer beneath you
Owned n a Customer Operations budget, think in cost-per-contact and deflection rate, and make headcount decisions without losing sight of customer outcomes
Re-imagined operational processes from scratch, not just inherited and optimised them
Knowledge on how to use data to spot problems early: you set the metrics, interrogate the dashboards, and own the follow-through
Managed multilingual, multi-market Support teams and know what it takes to keep quality consistent across our markets
A track record of working with product and tech teams to automate manual workflows and actually getting it shipped
This role is not for you if:
We believe clarity saves everyone time.
You are looking for a strict 40-hour work week
You need fully defined scopes and stable priorities to perform well
You prefer staying high-level and avoiding hands-on execution
You expect long ramp-up periods before taking ownership
We offer:
that reflects responsibility and impact: 100-130k incl HA + equity shares.
Trust and autonomy
: you’ll have real ownership and room to make decisions
Space to grow and shape your role
as Insify evolves, based on your interests and strengths
A steep learning curve
, with support from experienced teammates
The opportunity to share in what we’re building
, with equity for eligible roles once there’s mutual conviction on fit and impact
A welcoming, central Amsterdam HQ
where we work closely together: shared lunches, dogs in the office, whiteboards, and fun end-of-week drinks
An international, ambitious team
that enjoys building meaningful things together
