VP Customer Operations

Insify
Insify

Operations, Customer Service

Amsterdam, Netherlands

EUR 100k-130k / year + Equity

Posted on May 28, 2026
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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 Insify

We 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 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
With a number of new markets launching over the next 12 to 18 months, you're in the driver's seat for delivering AI-enabled operational scalability as Insify expands across Europe.You have a MT seat as a full co-owner of Insify's strategic direction. This is a role for someone who thinks at the level of the business, not just the function.

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:
Competitive compensation 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
Apply now
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