Customer Experience & Comms Specialist

Hatch; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

MacBook Pro setup

Team retreats

Office dogs

Coffee & snacks

Job summary

Fetch is hiring a Customer Experience & Comms Specialist in Sydney to be the voice of Fetch for customers. You’ll handle onboarding questions, billing issues, and high-stakes conversations, shaping how customers feel about us.

You’ll rewrite clunky processes, fix confusing chat flows, and flag product gaps for the right team. You’ll work across live chat, email, and phone, lead retention conversations, and own complaints end-to-end, collaborating with claims, product, and founders.

Qualifications

• 3+ years in a customer-facing role – app-based product, fintech, insurance, health, or similar.
• Startup or scale-up background, or ready to make the move.
• Writes like a person, not a company – shifts from empathetic to firm without switching personas.

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 a genuine reason to stay.
• Own complaints end-to-end – investigate, draft clear responses, track outcomes, and close the loop.

Skills

3+ years in CX role

Startup background

Empathy + firmness

AI tool proficiency

Customer journey optimization

Job description

This is a Customer Experience & Comms Specialist role with Fetch based in Sydney, NSW, AU

== Fetch ==

Role Seniority

- junior, mid level, senior

More about the Customer Experience & Comms Specialist role at Fetch

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 from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we're growing fast.

Every conversation a customer has with Fetch shapes how they feel about us. When a pet is sick, a claim is stressful, or a bill doesn't add up, the person on the other end of the chat is what turns a hard moment into a reason to stay. That's not a support function – it's the product. We're hiring someone who treats it that way.

• Location: Sydney (Hybrid)
• Employment type: Full-time
• Compensation: Competitive Series A salary + meaningful equity
• Working with: Fetch's operations and customer team, alongside claims, product, and the founders

Your role

You'll be the voice of Fetch for our customers, and the eyes and ears of the business for what they're experiencing. You'll handle everything from onboarding questions and billing issues to the sensitive, high-stakes conversations – and you'll use what you see to make the whole operation better. If a process is clunky, you'll rewrite it. If a chat flow confuses people, you'll fix it. If conversation reveals a product gap, you'll flag it to the right team and follow through.

• Handle customer conversations across live chat, email, and phone – onboarding, renewals, billing, payment disputes, and everything in between
• 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

About You

You combine real customer experience with operational ownership and genuine care for our customers:

• 3+ years in a customer-facing role – app-based product, fintech, insurance, health, or similar
• Startup or scale-up background, or ready to make the move
• Writes like a person, not a company – shifts from empathetic to firm without switching personas
• Has held live cancellation conversations and talked someone out of leaving
• Has built or improved something from scratch – macros, processes, playbooks, system improvements
• Comfortable using AI tools to work faster and better, with specifics to show for it
• Spots themes across customer conversations and works with the right team to act on them
• Owns complaints end-to-end and is comfortable delivering news customers don't want to hear
• Pet insurance experience is helpful, not essential

And The Perks

• 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

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Fetch team will be there to support your growth.

Key Responsibilities

• Handling customer conversations
• Leading retention conversations
• Owning complaints end-to-end

Key Strengths

• Customer service experience
• Operational ownership
• Effective communication
• Experience in pet insurance
• AI tool proficiency
• Startup experience

Why Fetch is partnering with Hatch on this role.

Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Fetch not with Hatch.