Customer Experience & Communications Specialist

About the role

Fetch is looking for a Customer Experience & Communications Specialist to be the voice of the brand for pet‑owners using its insurance, health and care app. Based in Sydney, you will work across live chat, email and phone to guide customers through onboarding, billing, claims and retention moments.

Key responsibilities

• Handle customer conversations via live chat, email and phone, covering onboarding, renewals, billing disputes and claims.
• Lead retention discussions, understand reasons for churn and provide compelling reasons to stay.
• Own end‑to‑end complaint handling: investigate, draft responses, track outcomes and close loops.
• Identify process bottlenecks, confusing chat flows or product gaps and work with product, claims and operations teams to implement improvements.
• Develop and refine macros, automations, chat flows and customer journey communications.
• Assist in onboarding and coaching new team members.

Required profile

• 3+ years in a customer‑facing role within an app‑based product, fintech, insurance, health or similar.
• Experience in a startup or scale‑up environment, with a track record of handling live cancellation conversations.
• Demonstrated ability to build or improve processes, playbooks or system automations from scratch.
• Comfortable using AI tools to increase efficiency and can provide concrete examples.
• Strong analytical mindset to spot recurring themes in customer interactions and drive cross‑functional action.

Required skills

What we offer

• Competitive Series A salary plus meaningful equity.
• Hybrid working model (3 days in‑office, flexible remote).
• Latest MacBook Pro and top‑of‑the‑line workstation.
• Two team retreats per year, office dogs, bean‑to‑cup coffee, unlimited fruit and snacks.