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About the Role
You will serve as the primary voice of Fetch, managing customer interactions while acting as an internal advocate for product and operational improvements. This role treats customer support as a core product function, requiring you to resolve complex issues, optimize workflows, and directly influence the customer experience.
Responsibilities
- Manage customer conversations via live chat, email, and phone covering onboarding, renewals, billing, and payment disputes
- Lead retention efforts by understanding customer needs and providing solutions to improve loyalty
- Own the end-to-end resolution of customer complaints, including investigation and response drafting
- Collaborate with claims, pre-existing conditions, and product teams to resolve complex issues
- Optimize operational processes including macros, automations, chat flows, and communication strategies
- Assist in onboarding and coaching new team members
Requirements
- 3+ years of experience in a customer-facing role within app-based products, fintech, insurance, or health sectors
- Experience in a startup or scale-up environment
- Proven ability to conduct live cancellation conversations and improve retention
- Demonstrated experience building or improving processes, macros, or playbooks
- Proficiency in using AI tools to enhance productivity
- Ability to identify and act on recurring customer feedback themes
- Experience managing end-to-end complaints and delivering difficult news
Skills
- Customer support
- Operational improvement
- Retention strategy
- Conflict resolution
- AI tool proficiency
- Process optimization
- Communication
Location
- Sydney
Work Type
- Full-time
- Hybrid
Experience Level
- 3+ years
Salary/Compensations
- Competitive Series A salary
- Meaningful equity
Benefits
- Hybrid working model with 3 days in-office
- Latest MacBook Pro and top-tier equipment
- Two team retreats per year
- Office dogs
- Bean to cup coffee machine
- Unlimited fruit and snacks
About the Company
- Fetch is a pet insurance and health care provider
- Series A company backed by Lightspeed and Airtree
- Rated #1 by Choice Magazine