Director of Claims Operations (Insurtech)

Tint enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance. We offer plug-and-play and white-labeled integrations, equipping brands we partner with a sophisticated mix of technology infrastructure, services, and deep industry expertise. Embedded insurance can transform insurance from a product bought separately to a feature of brands consumers love, and we are on a mission to make that happen.

Happy Tint customers include Turo, Deel, uShip, Guesty, Neighbor, BabyQuip, and CitizenShipper, among others.

We've raised $30M and are backed by world-class investors such as Y Combinator, QED, Deciens, Nyca, Plug and Play, WIN, Soma Capital, and Pioneer Fund. 

We’re looking for a Director of Claims Operations to build and lead our claims function from the ground up. This is a rare opportunity to design a modern, customer-first claims experience at an insurtech startup—combining operational excellence with smart automation and AI-driven workflows.

Claims are one of the most important customer moments in insurance—and one of the biggest opportunities to reinvent. You’ll define the standards, tooling, and culture of claims at our company, and build a program that customers trust and teams are proud of.

You’ll own the full claims strategy and execution, create the operating model, hire and develop a high-performing team, and partner closely with Product, Engineering, Underwriting, Compliance, and Customer Experience to deliver fast, fair, and transparent outcomes for our customers.

• Build and scale a world-class claims organization
  • Build the claims function from zero to scale: org design, hiring plan, vendor strategy, workflows, QA, regulatory controls, and reporting
  • Own claims tooling selection and implementation (core claims platform, FNOL, document management, payments, communications, analytics)
  • Create a scalable operating model across claims intake, investigation, adjudication, payments, and customer communications
  • Define service standards and workflows that balance speed, accuracy, empathy, and compliance
• Deliver an exceptional customer experience
  • Design a claims journey that is simple, proactive, and transparent
  • Reduce customer effort and resolution time through clear communication, self-service capabilities, and strong case management
  • Establish voice-of-customer feedback loops and measurable CX targets (e.g., NPS/CSAT, time-to-resolution)
• Use AI to drive efficiency and better outcomes
  • Leverage AI/ML to reduce claim open time and time-to-first-action through automated intake, triage, and document extraction
  • Define human-in-the-loop decisioning, QA thresholds, and audit trails to ensure accuracy, fairness, and regulatory alignment
  • Partner with Product/Engineering to deploy automation while ensuring appropriate oversight, auditability, and regulatory alignment
  • Build a culture of continuous improvement using data, experimentation, and performance analytics
• Lead and develop a high-performing team
  • Hire, coach, and manage claims leaders and adjusters; build a team known for quality and customer advocacy
  • Create a strong training and QA program with clear performance expectations and growth paths
  • Foster a collaborative, accountable environment with consistent feedback and development
• Own claims performance, risk, and compliance
  • Drive measurable improvement in severity, leakage, cycle time, and customer satisfaction, using data and operational experimentation
  • Implement robust controls for regulatory compliance, file quality, complaints, litigation, and vendor oversight
  • Partner with Finance and Underwriting to analyze trends and improve loss performance and product design

• 10+ years of progressive claims leadership experience within an insurer/carrier, MGA, TPA, or insurtech (hybrid experience strongly preferred). Experience working in a program, delegated authority, or high-growth environment is a plus
• Experience implementing and optimizing claims systems and digital workflows (FNOL, case management, payments, customer communications)
• Licensed in all 50 states or ability to test and become licensed within 4-6 weeks of start date.
• Demonstrated success building or transforming claims programs into high-quality, scalable operations
• Deep understanding of claims best practices: coverage analysis, investigations, reserving, settlements, regulatory requirements, and dispute handling
• Proven ability to lead teams, including managing adjusters and developing people leaders
• Strong operational leadership skills with experience implementing SOPs, QA, training, and performance management
• Track record of partnering cross-functionally with Product and Engineering to improve workflows and customer experience
• Excited by early-stage environments: hands-on, adaptable, and comfortable operating with ambiguity
• Able to travel to team and company offsites both domestically and internationally 2 - 4x per year.

• Experience operating within an MGA model
• Experience launching claims operations at an insurtech or building a claims org from scratch
• Experience implementing claim systems (FNOL intake, CRM/case management, payments) and vendor partnerships (TPAs, SIU, appraisers, repair networks)
• Familiarity with applying AI/automation in claims operations (triage, NLP document extraction, decision support, customer messaging)
• Experience with claims compliance frameworks, audits, and regulator readiness

• Demonstrates a growth mindset: continuously learning, iterating, and raising the bar for both self and team.
• Willingness to be wrong: seeks truth over ego, invites feedback, and updates decisions quickly based on new information.
• Operates with a fail-fast / learn-fast approach: tests hypotheses, runs tight iteration loops, and scales what works.
• Brings strong customer empathy and frontline respect, with a bias toward understanding real customer friction before optimizing processes.
• Ideally has carrier-side experience (or meaningful carrier partnerships) to bring a grounded perspective on how insurers operate and make decisions.
• Ideally has call center / customer operations experience, with firsthand understanding of service delivery, quality systems, escalations, and customer outcomes.

• Culture is Key. Our team is remote first. We are a diverse, global team that works well together, even when we aren't in person. We are looking for self-motivated candidates who can stay motivated and focused. But don't worry, we're still social! We work collaboratively even though we are remote and travel to team and company retreats throughout the year.
• Focused on Results. We are a fast-moving small team with big goals. We need team players that work with a sense of urgency to drive meaningful results for the business. We have clear company goals and a pathway to significant growth. This role is mission-critical to that journey.
• Customer-first. Put yourself in the shoes of someone trying to buy our solution. We need a person who can empathize with our customers and help create strategies to continually improve the customer experience.
• Adaptability. We're still an early-stage start-up, and things change quickly. If you are energized by learning and discovering on-the-go, this will be an excellent fit for you. We are looking for open-minded candidates that adapt well to changing environments as our company grows and scales.

Tint isn’t just focused on transforming the entire insurance industry - we have ambitious goals, value merit and open communication, celebrating diversity and unique ideas. At Tint, we support your personal and professional growth by offering the below benefits:

• Flexible Working.  With team members working across time zones, we are outcome-focused and give our people the flexibility they need to do their best work.  To support flexible working, we’ll give you a stipend to get your home office dialed in and we’ll also reimburse you for co-working space memberships.
• Flexible Time Off. It's pretty simple: we don't control the days and hours that each of us works, so we're free to manage our time however we want to achieve the goals and deliverables we committed to. We have unlimited vacation time. Use it whenever you need to recharge!
• Competitive Compensation. In addition to a competitive salary, you’ll receive equity as part of your offer.  We’re all owners - when Tint succeeds, we all succeed! We also help you maximize your money by offering an FSA and a 401(k).
• Comprehensive Healthcare. Tint covers 100% of employee (and dependent!) premiums for medical, vision and dental.
• Company Retreats to Exciting Locations. We meet in person as a company twice a year to make sure we have time to connect in real life and get to have those conversations that are better done in person. These retreats are a mix of business and fun and we always choose a cool, central-ish location - think Barcelona, Playa del Carmen, Mallorca… Add on a few days of your flexible time off and you’ve *almost* got a free vacation somewhere cool!

This role is fully remote, however our ideal candidate is located in the US. Please note that at this time Tint is unable to support candidates who require employer visa sponsorship.

It is Tint’s intent to pay all employees competitive wages and salaries that are motivational, fair and equitable. The goal of Tint’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage employees to stay with our organization.

This role will receive a competitive base salary, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected hiring salary ranges for this role are set forth below. 

• Tier 1 (Bay Area, NYC, LA, Seattle) = $120,000 - $180,000
• Tier 2 (Boston, Austin, Chicago, Denver, San Diego, DC) = $110,00 - $162,000
• Tier 3 (Rest of the US) = $102,000 - $150,000

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

• Tint Success Traits
• Pictures of our January 2023 company retreat in Mexico
• Pictures of our January 2024 Retreat in Playa del Carmen
• Series A announcement
• 2024 Will Reed Top 100 Winner

We are committed to building a diverse and inclusive company. We welcome people of different backgrounds, experiences, abilities, and perspectives. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up daily as their authentic selves.

Tint is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Tint considers qualified applicants with criminal histories consistent with federal, state, local, and international law. In our job application procedures, Tint is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. Please let your recruiter know if you need assistance or accommodation due to a disability.