Customer Experience & Comms Specialist

Job description

About Fetch Fetch is how modern pet parents give their pets the best care 🐶🐱. One pink app 🩷 for insurance, health, and care – easy, fair, and kinda fun. We've raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we're growing fast. Every conversation a customer has with Fetch shapes how they feel about us. When a pet is sick, a claim is stressful, or a bill doesn't add up, the person on the other end of the chat is what turns a hard moment into a reason to stay. That's not a support function – it's the product. We're hiring someone who treats it that way. - Location: Sydney (Hybrid, 3-4 days in-office) - Employment type: Full-time - Compensation: Competitive Series A salary + meaningful equity - Working with: Fetch's operations and customer team, alongside claims, product, and the founders Your role You'll be the voice of Fetch for our customers, and the eyes and ears of the business for what they're experiencing. You'll handle everything from onboarding questions and billing issues to the sensitive, high-stakes conversations – and you'll use what you see to make the whole operation better. If a process is clunky, you'll rewrite it. If a chat flow confuses people, you'll fix it. If a conversation reveals a product gap, you'll flag it to the right team and follow through. - Handle customer conversations across live chat, email, and phone – onboarding, renewals, billing, payment disputes, and everything in between - Lead retention conversations: listen, understand why someone's leaving, and give them a genuine reason to stay - Own complaints end-to-end – investigate, draft clear responses, track outcomes, and close the loop - Work across claims, pre-existing conditions, and product to resolve complex issues - Improve how we operate – macros, automations, chat flows, customer journey, and communications - Help onboard and coach new team members About you You combine real customer experience with operational ownership and genuine care for our customers: - 3+ years in a customer-facing role – app-based product, fintech, insurance, health, or similar - Startup or scale-up background, or ready to make the move - Writes like a person, not a company – shifts from empathetic to firm without switching personas - Has held live cancellation conversations and talked someone out of leaving - Has built or improved something from scratch – macros, processes, playbooks, system improvements - Comfortable using AI tools to work faster and better, with specifics to show for it - Spots themes across customer conversations and works with the right team to act on them - Owns complaints end-to-end and is comfortable delivering news customers don't want to hear - Pet insurance experience is helpful, not essential And the perks: - Competitive Series A salary + meaningful equity - Sydney (Hybrid, 3-4 days in-office) - Latest MacBook Pro and a top setup - Two team retreats each year - Office dogs for cuddles and interruptions - Bean to cup coffee machine, unlimited fruit and snacks. Toblerone on-tap How to apply Send us your CV and a short note covering (bonus points for a photo of your pet 🐾): - The most "magical" customer experience you've ever given someone - What you'd fix first at Fetch, and why - Why Fetch?