Customer Experience & Communications Specialist

About Fetch

Fetch is a modern pet care platform built for pet parents who want a simpler way to manage insurance, health, and everyday care. The company offers one app that brings these services together in a way that is easy to use, fair, and enjoyable. Fetch has secured Series A funding from Lightspeed and Airtree, has earned a #1 rating from Choice Magazine, and is expanding quickly.

At Fetch, every customer interaction matters. When someone is dealing with a sick pet, a claim issue, or an unexpected billing problem, the conversation they have with the team can determine whether a difficult moment becomes a reason to trust the business long term. This role is treated as a core part of the product, not just a support function.

Role overview

As the customer-facing voice of Fetch, you will also act as the business’s source of insight into customer experiences. Your work will cover routine enquiries as well as sensitive, high-stakes conversations. You will look for ways to improve processes, refine communication flows, and surface product issues to the relevant teams so they can be addressed properly.

What you will do

• Manage customer conversations through live chat, email, and phone, including onboarding, renewals, billing, payment disputes, and related queries.
• Lead retention discussions by understanding why a customer wants to leave and presenting a meaningful reason for them to stay.
• Handle complaints from start to finish, including investigation, writing clear replies, tracking progress, and ensuring closure.
• Collaborate with claims, pre-existing conditions, and product teams to resolve more complex customer issues.
• Improve day-to-day operations by refining macros, automations, chat journeys, customer communication, and internal workflows.
• Support the onboarding and coaching of new team members.

What we are looking for

We are looking for someone who brings strong customer experience capability together with operational ownership and genuine care for customers. You should be comfortable taking responsibility, communicating clearly, and making improvements that help both customers and the business.

• At least 3 years of experience in a customer-facing role, ideally in an app-based product, fintech, insurance, health, or a similar environment.
• Background in a startup or scale-up, or a strong interest in moving into that kind of setting.
• Ability to write in a natural, human tone while adjusting communication style between empathetic and firm when needed.
• Experience handling live cancellation conversations and retaining customers through discussion.
• Experience building or improving workflows, macros, playbooks, or system processes from the ground up.
• Comfort using AI tools to improve speed and quality of work, with examples of how they have been used.
• Strong pattern-recognition skills, with the ability to identify recurring themes in customer feedback and coordinate action with the right team.
• Confidence managing complaints end-to-end and delivering difficult messages professionally.
• Pet insurance experience is an advantage, though it is not required.

Perks and compensation

• Competitive Series A salary plus meaningful equity.
• Hybrid working model with 3 days a week in the Sydney office and flexible work-from-home arrangements.
• Latest MacBook Pro and a strong-quality setup.
• Two team retreats every year.
• Office dogs.
• Bean-to-cup coffee machine, unlimited fruit and snacks, and Toblerone available on tap.

Application instructions

Applicants should send a CV and a short note that includes a description of the most memorable customer experience they have delivered, what they would improve first at Fetch and why, and why they want to join Fetch. Including a photo of a pet is a bonus.

Additional information

• Location: Sydney.
• Work arrangement: Hybrid.
• Employment type: Full-time.
• Working with: Fetch’s operations and customer team, along with claims, product, and the founders.