Strategic Partner Specialist

Fetch Pet Insurance; New York (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401k matching

20 days paid time off

Volunteering hours

Educational Assistance Programs

Employee discounts

Job summary

A leading pet wellness company in New York seeks a Strategic Partner Specialist to manage partnerships and enhance broker satisfaction. This full-time position requires expertise in B2B insurance support, active Property & Casualty License, and a proven track record in a call center environment. You will drive process improvements while supporting both brokers and direct customers. Competitive compensation and generous perks await passionate applicants dedicated to pet welfare.

Qualifications

• Minimum 2 years of dedicated B2B support experience.
• 3 years in a high-volume call center environment.
• Ability to manage complex issues independently.

Responsibilities

• Serve as the primary liaison for strategic partners.
• Resolve broker issues and enhance partner satisfaction.
• Support direct customers during low broker volumes.

Skills

B2B insurance support

Broker relationship management

Technical troubleshooting

Education

Active Property & Casualty Insurance Producer License

Job description

Job Overview

Property & Casualty License required to apply

This is a commission eligible position.

Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice.

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

Job Summary

The Strategic Partner Specialist is a senior-level subject matter expert and primary liaison responsible for ensuring the success of Fetch Pet Insurance's most valuable strategic partnerships. This role is built around a deep foundation in supporting insurance agents and brokers, demanding mastery in policy mechanics, sales enablement, and technical troubleshooting specifically within a B2B environment.

The Specialist is the dedicated, 'go-to' resource for our strategic partners, responsible for maintaining high broker satisfaction and driving partner performance. Crucially, your extensive experience in supporting agents will be leveraged to provide expert-level support to our direct Fetch customers during periods of low broker volume, driving process improvements across both partner-facing and member-facing support channels.

Primary Responsibilities: Strategic Partner & Broker Focus (80%+)

The Specialist will utilize their proven B2B insurance support experience to perform the following:

Broker Portal & Technical Troubleshooting (Tier 1 & 2 Expert)

• Login issues, policy submission errors, quoting difficulties, and system navigation challenges.
• Directly liaising with IT and Partnership teams to elevate and own the resolution of complex, business-critical platform bugs.

Sales Enablement & Policy Expertise

• Complex policy language, coverage options, regulatory constraints, and competitive positioning to help agents close sales.

Complaint & Escalation Management

Proactively coordinate with the Partnership team to independently manage and resolve high-level partner issues, complaints, and complex policy disputes originating from the broker channel.

Partner Relationship Management

Systematically track and report on common broker pain points and recurring feedback, serving as the voice of the agent to the Sales and Account Management teams to proactively improve the end-to-end partner experience.

Secondary Focus: Direct Customer Member Support (Flex Capacity)

Leveraging your robust policy and systems expertise gained from supporting complex broker inquiries, you will pivot to support our direct Fetch customers when partner volumes permit.

• Complex Policyholder Support: Expertly manage and resolve complex, escalated, and critical policyholder issues, including high-stakes billing disputes, policy changes, claims status, and coverage roadblocks.
• Customer Education & Advocacy: Provide in-depth guidance on policy features and maximizing unique Fetch benefits, ensuring direct customers fully understand their pet insurance investment.

Process Improvement & Team Mentorship

• Act as the “go-to” peer mentor and subject matter expert for the Strategic Partner Support Team, sharing your advanced B2B agent support knowledge.
• Proactively identify service gaps in both partner and member support processes to drive continuous improvement initiatives.

Core Experience Requirements (Non-Negotiable)

• P & C License & Insurance Expertise: Active Property & Casualty (P&C) Insurance Producer License in the resident state, maintained for a minimum of two (2) years.
• Dedicated B2B Support: Minimum of two (2) years providing personalized, concierge-style support and relationship management to a B2B audience (brokers/agents).
• Call Center Experience: Minimum of three (3) years of experience in a high-volume call center environment, preferably in a regulated industry.
• Demonstrated ability to independently manage complex, escalated issues and maintain composure under pressure.

This is a full-time position, employees receive competitive compensation.

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:

• 401k matching
• Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday
• One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
• Educational Assistance Programs
• Department incentive perks
• Fetch Pet Insurance discount - 50% off, up to $1000 savings/year

If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs.

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 350+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada) and we currently provide security to over 500,000 pet parents.

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.