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 Canstar Pet Insurance Accident & Illness Cover 2026 - 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 something doesn't quite make sense, the person on the other end of the chat is what turns a hard moment into a reason to stay. That's why we don't think of Customer Experience as just a support function. It's part of the product. We're looking for someone who gets that - someone who genuinely cares about customers, but also wants to understand what's happening behind the conversation.

• Location: Sydney (Hybrid)
• 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 help make the whole operation better. If a process is clunky or a conversation reveals a gap in the product, you'll flag it to the right team and see it through.

• Handle customer conversations across live chat, email, and phone – onboarding, renewals, billing, payment disputes, and everything in between
• Manage Intercom inboxes efficiently and effectively while maintaining a genuinely human customer experience
• Lead retention and cancellation 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
• Help improve our processes, procedures and customer journeys as you spot opportunities
• Use AI and automation to work smarter, improve efficiency and help us scale without losing the human side of customer experience

About you

You combine real customer experience with operational ownership and genuine care for our customers:

• 1+ years in a customer-facing role – app-based product, fintech, insurance, health, or another fast-moving environment
• Startup or scale-up background, or a genuine interest to make the move
• Writes like a person, not a company – shifts from empathetic to firm without switching personas
• The confidence to manage cancellation and complaint conversations
• Curiosity about AI and how it can be used to improve the way customer teams work
• Spots themes across customer conversations and raise issues with the right team to act on them
• A willingness to work weekends as part of a 1-in-4 roster
• Pet insurance experience is helpful, but not essential. We're more interested in how you think, communicate and take ownership.

And the perks:

• Competitive Series A salary + meaningful equity
• Hybrid working - 3 days in our Sydney office, 2 days WFH
• Weekend roster - 1 in 4
• Team retreats throughout the year
• Office dogs for cuddles and interruptions
• Bean to cup coffee machine with unlimited fruit and snacks.

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
• Why Fetch?