This is a Customer Experience & Comms Specialist role with Fetch based in Sydney, NSW, AU == Fetch == Role Seniority - junior, mid level, senior
More about the Customer Experience & Comms Specialist role at Fetch 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)
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 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
Hybrid working (3 days Sydney office, flexible WFH)
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
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Fetch team will be there to support your growth.
Key Responsibilities
Handling customer conversations
Leading retention conversations
Owning complaints end-to-end
Key Strengths
Customer service experience
Operational ownership
Effective communication
Experience in pet insurance
AI tool proficiency
Startup experience
Why Fetch is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Fetch not with Hatch. #J-18808-Ljbffr
📌 Customer Experience & Comms Specialist (Sydney)
🏢 Hatch
📍 Sydney