Customer Communications & Complaints Specialist

About Fetch

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, customers love us, and we're growing quickly. Every interaction we have with a customer shapes how they feel about Fetch. That means our comms team doesn’t just support the experience – they create it. We’re looking for a Customer Communications & Complaints Specialist who can bring clarity, warmth, and ownership to every conversation.

About you

You’re a brilliant communicator with at least 3+ years of experience in customer service. You’ll also play a critical role in handling and resolving customer complaints, ensuring that pet parents feel heard, valued, and treated fairly.

You thrive in live chat, love a tricky conversation, and know how to strike the right tone no matter what the situation: warm, clear, confident, and human. You think like a customer, write like a person, and genuinely care about every interaction - you’re able to explain complex policy details in a way that makes sense, while also confidently engaging with internal teams, regulators, and AFCA when needed

You’re someone who thinks critically about the experience - how things could be clearer, faster, or better for the customer and Fetch, taking ownership to make those improvements happen.

Great if you’ve worked with bots or automations.

Essential is your mindset: thoughtful, curious, and always looking for a smarter way to do things. You love working across teams and making the whole operation better. And you genuinely love pets 🐶🐱

Your role

You’ll be part of our core operations team, supporting customers across onboarding, renewals, claims, and everything in between. You’ll:

💬 Set the standard for how we communicate clear, warm, and customer-first

📣 Handle escalations and complaints - you have experience of GICOP & AFCA processes and are comfortable working to their guidelines. That means writing clear, fair and timely responses while maintaining high standards of communication and record-keeping.

📞 Pick up the phone when it counts, especially for sensitive conversations

🛠️ Own issues end-to-end, working with teams to get things resolved

🤖 Improve how we operate - live chat flows, macros, automation, and internal processes

📈 You’ll bring a positive mindset to help balance quality and efficiency

🤝 Support onboarding or coaching new team members, especially around tone and tricky conversations