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About the Role

Fetch is seeking a qualified veterinary surgeon to apply their clinical expertise to support pre-existing assessments within the fast-growing Onboarding team. This role involves daily start-up work, focusing on customer support, communication, AI development, team support, and working within the Agent Portal.

Responsibilities

• Complete pre-existing checks and review clinical histories to identify issues impacting plan cover.
• Use tools like Slack, Notion, and Intercom to provide excellent customer experiences.
• Engage directly with vets and pet parents to explain decisions, support reviews, and ensure complete vet records.
• Utilize AI tools like Claude, Gemini, and Fin to reduce repetitive tasks and improve customer outcomes.
• Collaborate with the Claims and Comms team to enhance customer experience.
• Improve customer retention and work with product to report bugs and feature requests.
• Support customers in the Agent Portal, including reviewing wait period videos and screening pets for potential conditions.

Requirements

• Qualified vet with strong clinical reasoning.
• Experience reviewing complex cases and making balanced decisions on complaints and cancellations.
• Willingness to learn tools such as Slack, Notion, and Intercom.
• Comfortable working to productivity and quality targets.
• Ability to thrive in a fast-moving, evolving environment.
• Comfortable speaking to customers on the phone, via email, and through live-chat.
• Ability to work 1/4 weekends.
• Happy working from the Sydney office 3 days a week.
• Insurance experience is helpful, but not essential.
• Optimistic and ambitious.
• Possess a relentless sense of urgency.
• Ability to build AI agents and try new models.
• Care about the tiny details that make a brand feel premium and trustworthy.
• Love pets.

Skills

• Clinical judgement
• Customer service
• Slack
• Notion
• Intercom
• AI-driven
• Communication

Location

• Sydney

Work Type

• Hybrid
• Full-time
• Permanent

Experience Level

• Series A salary + meaningful equity

Education Level

• Qualified veterinary surgeon

Salary/Compensations

• Competitive Series A salary + meaningful equity

Benefits

• 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
• Inclusive parental leave policy
• 5 weeks annual leave

About the Company

• Fetch is a pet care app offering insurance, health, and care services.
• Raised Series A from Lightspeed and Airtree.
• Rated #1 by Choice Magazine.
• Growing fast.