Job Description

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 quick.

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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.

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- Location: Sydney (Hybrid)
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- Employment type: Full-time
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- Compensation: Competitive Series A salary + meaningful equity
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- Working with: Fetch's operations and customer team, alongside claims, product, and the founders
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Your role n

You'll be the voice of Fetch for our customers, and the eyes and ears of the business for what they're experiencing.

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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.

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- Handle customer conversations across live chat, email, and phone - onboarding, renewals, billing, payment disputes, and everything in between
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- Manage Intercom inboxes efficiently and effectively while maintaining a genuinely human customer experience
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- Lead retention and cancellation conversations: listen, understand why someone's leaving, and give them a genuine reason to stay
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- Own complaints end-to-end - investigate,



draft clear responses, track outcomes, and close the loop
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- Work across claims, pre-existing conditions, and product to resolve complex issues
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- Help improve our processes, procedures and customer journeys as you spot opportunities
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- Use AI and automation to work smarter, improve efficiency and help us scale without losing the human side of customer experience
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About you n

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

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- 1+ years in a customer-facing role - app-based product, fintech, insurance, health, or another fast-moving environment
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- Startup or scale-up background, or a genuine interest to make the move
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- Writes like a person, not a company - shifts from empathetic to firm without switching personas
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- The confidence to manage cancellation and complaint conversations
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- Curiosity about AI and how it can be used to improve the way customer teams work
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- Spots themes across customer conversations and raise issues with the right team to act on them
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- A willingness to work weekends as part of a 1-in-4 roster
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- Pet insurance experience is helpful, but not essential. We're more interested in how you think, communicate and take ownership.
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And the perks nn
- Competitive Series A salary + meaningful equity
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- Hybrid working - 3 days in our Sydney office, 2 days WFH
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- Team retreats throughout the year
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- Office dogs for cuddles and interruptions
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- Bean to cup coffee machine with unlimited fruit and snacks.
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#J-18808-Ljbffr

📌 Customer Experience & Comms Specialist (Sydney)
🏢 Fetch
📍 Sydney