Customer Service & Operations Lead

Hey 👋

We’re Fetch – a startup helping Aussies master modern pet parenting with the cutest pet insurance around. We’ve built Fetch from scratch, covering everything from policies to claims and apps for pet parents, vets, and even your new customer care team! Pet parents are loving Fetch; we're the highest-rated on ProductReview at 4.9 ⭐, and have a +75 NPS!

But we're not stopping there. We're aiming to support pet parents with their go-to pet health app and scale across multiple countries 🌏. It’s a great time to join a growing team to shape the product, culture, plus get real ownership in the business with great upside.

Your new team

We’re a passionate team of pet lovers, vet experts, and customer champions. Our mission? To support pet parents through onboarding, claims, and daily assistance, helping them be the best pet parents possible. It’s a mix of fun (cute puppy videos!) and challenges (some heart-breaking moments), but it’s always rewarding.

Fetch is all about openness and meritocracy. You’ll have your own ideas, enjoy being involved, and challenge all areas of the team, including the founders. We’re all responsible for driving Fetch to the best customer service in Australia 🇦🇺. You’ll regularly link up with product and tech to build the best pet parent and vet experience.

And the rest of the team? They’re pretty good too – marketeers, techies, and insurance pros. We’ve raised over $5.5M, led by Airtree, with backers including vets, insurance CEOs, pet retailers, marketing experts, startup founders, and tech leaders.

In this role, you’ll be instrumental in leading our customer service function. You’ll have experience running customer operations teams in a B2C environment, worked in technology scale-ups and have a track record of delivering both customer experience and operational improvements. And if you’ve done it in financial services or a highly regulated market, even better.

Your role

🎓 Team Support: Provide operational support and guidance to our customer service team, including hiring, training, and performance management.

💖 Customer Delight: Create seamless and joyful customer interactions to ensure pet parents have a great experience.

🛠️ Process Design: Improve the efficiency and scalability of our customer service operations, including working with tech to build out AI across the stack

⚖ Risk & Compliance: Identify and respond to risks, being aware of key insurance legislation

📋 Support Pet Parents: You’ll need to be ready to jump in and support pet parents directly, including via chat and calls during difficult moments

📈 Performance Monitoring: Track and improve key customer service metrics to ensure customer happiness and operational excellence

🖋️ Content Creation: Review and update customer communications across Fetch

About you

👏 Leadership: Track record of leading a customer service team, with a focus on coaching and development.

👫 Operational Skills: Worked in a fast-paced, tech-led operation with amazing customer service; start-up  and financial services experience will be helpful.

💬 Communicator: Excellent communicator both written and verbally.

🧘‍♀️ Organised: Can bring calm to chaos and love ticking things off.

💚 Compassionate: Good with pet parents in hard or stressful situations.

🔧 Tech-Savvy: Comfortable with tools like Intercom, Notion, as well as using AI.

📊 Analytical: Enjoy analysing performance metrics and identifying areas for improvement.

Why you'll love Fetch

🧠 Growth: Opportunity to scale a startup by 10x over the next 2 years

🎉 Remuneration: Be a part of the Fetch journey with meaningful early-stage startup equity. Initial salary reflects early stage startup, with room for growth as we scale.

🏡 Flexibility: Flexible working hours and remote work (or in-person optional for Sydney), supportive, and family/pet-friendly work environment.

👨‍👩‍👧‍👦 Parental Leave: A policy that embraces all parents and carers.

🏖️ Leave: 5 weeks of annual leave to recharge.

From Leanne, one of our vet nurses:

“I get to work with a bunch of people that are so incredibly passionate about what we do. Although some of us work remotely, it doesn't feel like it as we are constantly in contact throughout the day. It's a great team and I love that the support team can be super involved in a lot of aspects of the business, right as its happening.”

How to apply

Send your resume, why you want to work at Fetch, and anything you can think of that showcases your skills to careers@fetchpet.au