Customer Experience & Comms Specialist — Hybrid + Equity

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

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.