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, you will sit at the centre of Insify's most important shift: transitioning from human-led support to AI-first customer interactions, without sacrificing the quality and trust our customers expect. Your mission is to make Insify's operational model scalable across Europe, using AI as your primary lever.
About InsifyWe are a high-growth scale-up backed by €43M in total funding from world-class investors like Accel, Munich Re Ventures, and Formula 1 champion Nico Rosberg. While we started our journey five years ago in the Netherlands, we have since expanded into France and Germany, and we’re just getting started. Our mission is to dominate the European market and become a global leader in AI-powered SME insurance.
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.
Our founding team consists of seasoned entrepreneurs who have previously built iconic businesses like HelloFresh, Bloomon, and SumUp. We combine that deep fintech and e-commerce expertise with cutting-edge AI to stay ahead of the curve.
Your missionCustomer 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:
- 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
- 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
- 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
AI & automation
Customer experience & quality
Team & performance
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
Skills Required
- 8+ years in operations
- At least 3 years in a senior leadership role
- Managed teams of over 20
- Owned a Customer Success budget
- Experience in re-imagining operational processes
- Knowledge of using data for metrics and measurements
- Managed multilingual, multi-market support teams
- Track record of automation in workflows
What We Do
Our mission is to enable freelancers and entrepreneurs to get the best insurance at the best price. Insurance that is fair, fast and flexible. And above all, insurance that is tailored to your needs. All at the touch of a button. Insify today serves thousands of customers across Europe. As we grow, we’ll continue disrupting and changing the market. Restoring trust by providing freelancers with insurance that can be relied on. Zero paperwork. No long contracts. Just super-fast, 100% online insurance, whenever and wherever they need it.
