Customer Experience & Comms Specialist

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?