---
title: 'Customer Experience & Comms Specialist at Fetch Pet'
canonical: 'https://feeny.ai/job/customer-experience-comms-specialist-fetch-pet-sydney-gwjpbp4k37zs'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Experience & Comms Specialist at Fetch Pet

- **Company:** Fetch Pet
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-01
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/fetch-pet-health/6fc91d17-ec02-491a-8b2d-b22b71de722c

## Job description

## 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, 3-4 days in-office)
- 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 a 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
- Sydney (Hybrid, 3-4 days in-office)
- 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

How to apply

Send us your CV and a short note covering (bonus points for a photo of your pet 🐾):

- The most "magical" customer experience you've ever given someone
- What you'd fix first at Fetch, and why
- Why Fetch?

## About Fetch Pet

## Company Overview
- **One-liner**: Fetch Pet is an Australian pet insurance and health platform that combines insurance, 24/7 vet support, and a health app to simplify pet care for modern pet parents.
- **Entity Type**: Private (Series A)
- **Headquarters**: Sydney, Australia
- **Founded**: 2022
- **Founders**: Phil Wilson-Brown (CEO) and Foo Xin (CTO)

## Core Business
- **Primary industry/industries**: Pet Insurance, Pet Health Technology, Insurtech
- **Target customers**: B2C – pet owners (dog and cat parents) in Australia
- **Mission or purpose statement**: To give every pet access to the best vet care with great cover, and to help Aussie pets thrive through a subscription that brings together insurance, prevention, insights, and rewards.

## Products & Services
- **Fetch Pet Insurance**: Comprehensive pet insurance covering up to $30k per year, including all conditions (hereditary, cancer, dental, etc.) with no sub-limits. Covers injury (2-day wait), illness (30-day wait), and specified conditions (90-day wait).
- **FetchPay™**: Claims payment system that pays vets directly, reducing out-of-pocket costs for pet parents.
- **24/7 Vet Support**: In-app chat and phone access to a veterinary team for emergencies and health questions.
- **Fetch Health App**: A one-stop pink app for insurance, health records, care plans, and rewards – designed to bring together all aspects of pet health management.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – USD $3.2 million (Seed round led by Airtree Ventures in September 2023); Series A raised from Lightspeed and Airtree (amount undisclosed)
- **Notable Investors/Partners**: Airtree Ventures, Lightspeed Venture Partners; backed by vets, insurance CEOs, pet retailers, startup founders, and tech operators. Member of Pet Industry Australia. Insurance underwritten by Pacific International Insurance.
- **Growth Signals**: Rated #1 by Choice Magazine; 4.9 ⭐ rating on ProductReview; headcount grew 42.9% YoY to ~34 employees; actively hiring 11+ roles; expanding to cats and kittens; two team retreats annually.

## Competitive Advantages
- **Vertically integrated platform**: Builds its own insurance platform, runs its own claims, and handles everything from cover setup to customer support – unlike many competitors who white-label.
- **Vet-led team**: Founders and many team members are vets, vet nurses, or insurance pros with experience caring for over 1 million pets, giving deep domain expertise.
- **Direct-to-vet claims (FetchPay™)**: Reduces friction for pet parents by paying vets directly.
- **Australian-owned and operated**: Holds its own AFSL (No 540762), giving it full control over product design and customer experience.
- **Strong brand and customer love**: Top-rated on ProductReview and Choice Magazine, with a distinctive pink brand and playful tone.

## Strategic Focus
- **AI-driven pet health**: Actively building AI-powered clinical workflows for triage, symptom evaluation, summarisation, and personalised care recommendations.
- **Platform expansion**: Moving from pure insurance to a broader pet health ecosystem (prevention, insights, rewards).
- **Event-driven architecture**: Investing in real-time, event-driven systems to integrate fragmented veterinary data and trigger health insights.
- **Scaling the team**: Aggressively hiring across engineering, data, product, marketing, and operations to support rapid growth.

## Why Work Here
- **Culture**: Described as ambitious, collaborative, and genuinely fun – "weird is welcome" and team members are encouraged to debate with founders and contribute to strategy.
- **Work policy**: Hybrid – 3 days in Sydney office (Tue/Wed/Thu) with flexible WFH.
- **Perks**: Competitive Series A salary + meaningful equity; latest MacBook Pro; unlimited AI tools (Cursor, Claude) with no token limits; office dogs; bean-to-cup coffee machine, unlimited fruit and snacks; two team retreats per year (recently Blue Mountains, SXSW, Singapore).
- **Engineering culture**: Engineers work directly with vets, ops, and product teams; ownership of high-impact features; emphasis on shipping real products that improve pet health outcomes.
- **Growth opportunity**: Early-stage (Series A) with fast growth – direct impact on product direction and company trajectory.

## Sources
1. [fetchpet.com.au](https://www.fetchpet.com.au/) – Official site
2. [fetchpet.com.au/about](https://www.fetchpet.com.au/about) – About page
3. [fetchpet.com.au/careers](https://www.fetchpet.com.au/careers) – Careers page
4. [linkedin.com/company/fetchpetau](https://au.linkedin.com/company/fetchpetau) – LinkedIn company page
5. [fetchpet.com.au/careers/senior-software-engineer-(ai-and-platform)](https://www.fetchpet.com.au/careers/senior-software-engineer-(ai-and-platform)) – Senior Software Engineer job posting

## Other roles at Fetch Pet

- [Head of Growth](https://feeny.ai/job/head-of-growth-fetch-pet-sydney-y8gnnz924wxx) — Sydney, Australia
- [Vet Technical Operations Associate](https://feeny.ai/job/vet-technical-operations-associate-fetch-pet-sydney-1hqvt4xe5v90) — Sydney, Australia
- [Social & Content Lead](https://feeny.ai/job/social-content-lead-fetch-pet-sydney-vbhd0adxsxh4) — Sydney, Australia
- [Customer Operations Lead, Claims](https://feeny.ai/job/customer-operations-lead-claims-fetch-pet-sydney-pz9pdnv4ggrh) — Sydney, Australia
- [Front-end Engineer (React)](https://feeny.ai/job/front-end-engineer-react-fetch-pet-sydney-34vdvf95tes9) — Sydney, Australia
- [Software Engineer (AI and Platform)](https://feeny.ai/job/software-engineer-ai-and-platform-fetch-pet-sydney-5w7a1qdhwthv) — Sydney, Australia
- [Senior Software Engineer (AI and Platform)](https://feeny.ai/job/senior-software-engineer-ai-and-platform-fetch-pet-sydney-6bcg728zvvff) — Sydney, Australia