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, customers love us, and we're growing quickly. Every interaction we have with a customer shapes how they feel about Fetch. That means our comms team doesn’t just support the experience – they create it. We’re looking for a Comms Specialist who can bring clarity, warmth, and ownership to every conversation.

About you

You’re a brilliant communicator with at least 3+ years of experience in customer service roles. You thrive in live chat, loves a tricky conversation, and know how to strike the right tone no matter what the situation warm, clear, confident, and human. You think like a customer, write like a person, and genuinely care about every interaction.

You’re thoughtful with your words, but fast on your feet. You’re happy picking up the phone, looping in the right people, and getting to a good outcome quickly.

You’ve worked in regulated environments (insurance, financial services, health, etc.) and know how to handle complaints or sensitive issues with care and professionalism.

You’re someone who thinks critically about the experience - how things could be clearer, faster, or better for the customer and Fetch, taking ownership to make those improvements happen.

Great if you’ve worked with bots or automations.

Essential is your mindset: thoughtful, curious, and always looking for a smarter way to do things. You love working across teams and making the whole operation better. And you genuinely love pets 🐶🐱

Your role

You’ll be part of our core operations team, supporting customers across onboarding, renewals, claims, and everything in between. You’ll:

💬 Set the standard for how we communicate clear, warm, and customer-first

📣 Handle escalations and complaints with experience of GICOP & AFCA processes. That means writing clear, fair and timely responses while maintaining high standards of communication and record-keeping.

📞 Pick up the phone when it counts, especially for sensitive conversations

🛠️ Own issues end-to-end, working with our teams to get things resolved

🤖 Improve how we operate - live chat flows, macros, automation, and internal processes

📈 You’ll bring a positive mindset to help balance quality and efficiency

🤝 Support onboarding and coaching new team members, especially around tone and tricky conversations