Director of Customer Operations, Napo Pet Insurance
£80-110k
2-5 days a week in office
Pet insurance provider
Job no longer available
Pet insurance provider
21-100 employees
Job no longer available
£80-110k
2-5 days a week in office
21-100 employees
Company mission
Napo's mission is to ensure that pet owners have everything they need so that that their pets live long, healthy and happy lives.
Role
Who you are
- You have a track record of working in fast-paced and exceptional customer service teams from companies such as Monzo, Starling, Revolut, Apple, Meta, Octopus Energy etc
- You have managed managers, improved processes and driven some serious efficiency and quality gains over the past 5 years or more
- You have a track record of driving complex projects to deliver exceptional customer service
- Familiarity with pet insurance or the broader insurance industry is a plus
- Leadership and team management: Demonstrate proven experience in leading and developing teams, providing guidance, coaching, and mentoring to achieve team objectives
- Customer-centric mindset: Deeply understand customer needs and have a genuine passion for delivering exceptional customer experiences and driving customer satisfaction
- Communication and interpersonal skills: Possess excellent verbal and written communication skills, with the ability to engage effectively and build strong relationships with customers and internal stakeholders
- Analytical mindset: Utilize strong analytical and problem-solving skills to interpret customer data, identify trends, and implement strategies for improvement
- Process orientation: Show the ability to design and optimize customer success processes, ensuring efficient workflows and adherence to quality standards
- Adaptability and resilience: Thrive in a fast-paced and dynamic environment, comfortably adapting to changing priorities and handling challenging situations
- Growth mindset: with a strong hands-on attitude and the ability to adapt to a fast and volatile environment
What the job involves
- As the leader of our growing Customer Operations team, you’ll drive the heart and soul of Napo
- You’ll push us to innovate and find new ways to support our members working with the Tech and Product teams to implement exciting advancements in AI & ML
- You will also look to increase our standards and efficiency in areas where AI and automation can’t touch yet
- Create outstanding performance: you’ll grow our customer operations managers into strategic powerhouses who can lead their teams towards high performance
- Drive and measure success: you’ll set key metrics, lead analytics, and drive team strategies based on data insights
- Execute large complex projects: you’ll make big changes happen in collaboration with Product, Pricing, Engineering, and more
Salary benchmarks
Our take
High claims and a small market have traditionally made pet insurance an unappealing option for big insurers. With household pet ownership ballooning in the UK over the pandemic, however, that market is growing, and a flurry of startups are cropping up to cash in. Napo is a relatively young entrant to the scene, offering a comprehensive platform of low-excess insurance and wellbeing services for British pet-owners.
Pet insurance customers are a different and a more discerning breed to, for example, car insurance customers. Providers need to court pet-owners with a more comprehensive suite of coverage, including advertising costs and rewards for missing pets, and bereavement counselling. Napo ticks all these boxes, but they are rapidly becoming an industry standard in a way that requires more to stand out.
Trupanion, for example, are investing in high-tech streamlining solutions to help facilitate scaling without service quality taking a hit. And the larger, better established pet insurtech, Bought by Many, recently won a hefty sum in the pet industry’s largest VC investment deal. Napo have a friendly brand, and are entering into a growing market, but will have to adapt fast to keep pace.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2025
$15.9m
SERIES B
Nov 2022
$19.8m
SERIES A
Total funding: $41.6m
Company benefits
- Generous stock options package
- Remote-friendly work environment (we ideally have people in the office 2 days per week - it's a nice office in central London!)
- Flexible working hours and leave policy (25 days annual holidays - excluding bank holidays), plus your birthday as an additional day off 🎁
- All the equipment you need to do your best work
- Budget for personal growth and training
- BUPA health insurance plus unlimited GP video consultations
- YuLife app (we're a bit obsessed with Yudoku...)
- Company-funded therapy when you need it
- And of course, pet insurance for your beloved pets!
Company HQ
Chelsea, London, UK
Leadership
Ludovic Lacay
(CPO)Previously CPO at Tictrac, before moving on to work as Product Lead at Facebook.
Prior to Napo, he was co-founder and CBO at Tictrac, then Executive Director of Business Development and Partnerships at Babylon Health.
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