Sydney
6 Jul 2026
Customer Experience & Comms Specialist
Fetch 🐾
Sydney
6 Jul 2026
Customer Experience & Comms Specialist
Fetch, an Australian pet services startup, is hiring a Customer Experience & Comms Specialist to handle customer conversations and improve operations. This hybrid role based in Sydney requires 3+ years in a customer-facing role and experience owning complaints and retention. The position offers competitive Series A salary plus equity.
AI-enabledHybridFull-timeEntry LevelCustomer ExperienceOperational Ownership
Customer Experience & Comms Specialist
Fetch, an Australian pet services startup, is hiring a Customer Experience & Comms Specialist to handle customer conversations and improve operations. This hybrid role based in Sydney requires 3+ years in a customer-facing role and experience owning complaints and retention. The position offers competitive Series A salary plus equity.
AI-enabledHybridFull-timeEntry LevelCustomer Experience
Salary
Not specified
Core Qualifications
Technical (Must-have)
Customer experienceOperational ownershipCommunicationEmpathyLive chatEmail supportPhone supportRetentionComplaint handlingProcess improvementAI tools
Soft Skills
EmpatheticOwnershipAdaptabilityProblem-solvingAttention to detail
Preferred Qualifications
Technical (Nice-to-have)
Pet insurance
Key Responsibilities
- Handle customer conversations across live chat, email, and phone (onboarding, renewals, billing, payment disputes, and more)
- Lead retention conversations: listen, understand why someone's leaving, and give them a genuine reason to stay
- Own complaints end-to-end – investigate, draft clear responses, track outcomes, and close the loop
- Work across claims, pre-existing conditions, and product to resolve complex issues
- Improve how we operate – macros, automations, chat flows, customer journey, and communications
- Help onboard and coach new team members
Customer ExperienceCommsPet ServicesStartupHybridSydneyFull-timeRetentionComplaintsAI tools