Job Description

About Fetch

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Fetch is how contemporary 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.

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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.

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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

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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

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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:

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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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Weekend roster - 1 in 4

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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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How to apply

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Send us your CV and a short note covering (bonus points for a photo of your pet ):

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The most "magical" customer experience you've ever given someone

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Why Fetch?

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