Customer Support Manager

🌟🌟🌟🌟🌟 “One of the best customer service experiences I have ever received” Kate

🌟🌟🌟🌟🌟 “Service was incredible.” Steph

🌟🌟🌟🌟🌟  “Awesome team - friendly, passionate and super responsive” Dae

Do you want to be part of this awesome team creating loveable pet insurance 🐾💖?…Good, read on!

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.

Your role

Ready for a fresh take on customer support? At Fetch, we do it all through our app with chat – no call queues. We are looking for a qualified vet nurse to help with claims, answer questions, and guide pet parents. And you’ll be supported by a team of vet and insurance pros.

🐾 Customer Support: Help with onboarding and renewals, including checking out lots of lovely videos of our customers' pets!

📋 Claims Management: Manage pet insurance claims and communicate with vets.

📞 Outbound Communications: Handle outbound communications to keep customers informed and happy.

🛠️ Product Feedback: Give your input on helping pet parents and vets have a great experience with Fetch

💻 Tech Support: Support software development and testing.

This is a full time position - we do open on weekends which means there will be some weekend work but we always swap it out with some of the normal weekday hours so you can have time to recharge!

Why you’ll love the role

• You’ll be hands-on across all aspects of our product, from welcoming new pet parents to helping them navigate when things go wrong.

• You’ll gain insights into processes, compliance, operations, and business in a tech-driven environment.

• You’ll work closely with the wider Fetch team, bringing your perspective to shape new features and services.

• You get to use your skills in a fresh, innovative setting that’s redefining pet care.

  
  

About you

We’re looking for people who want to help transform pet care. We’ve mentioned that we are looking for a qualified vet nurse, and you’ll also be:

🐾 Passionate: Be passionate about pets and an animal lover

💬 A Natural Communicator: Have excellent communication and interpersonal skills

🤝 Collaborative: Thrive in a dynamic and collaborative environment and are comfortable with ambiguity

🙋 Ownership: You care and take ownership of customer outcomes

📝 Experience: Worked in a fast-paced operation with amazing customer service

💻 Tech-Savvy: Be comfortable using tech and systems – we’ll show you how it all works!

Why you’ll love Fetch

Wherever you are, you can be a part of Fetch. We work remotely across Australia but are super-connected – we've got some great tech and the support of a passionate leadership team to help you learn and grow.

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

🎉 Remuneration: Be part of the Fetch journey with meaningful early-stage equity. Your initial salary reflects early-stage startup life, with room to grow as we scale.

🏡 Flexibility: Enjoy flexible hours and remote working (or join us in Sydney if you fancy), in a supportive, family/pet-friendly environment.

👨‍👩‍👧‍👦 Parental Leave: An inclusive policy that supports all parents and carers.

🏖️ Leave: 5 weeks of annual leave to fully 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 it’s happening.”

If you’re ready to use your vet skills in a whole new way and join a team that’s changing the game in pet care, we’d love to hear from you!

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