About the job
Fetch is on a mission to provide modern pet parents with the best care for their furry friends. As the voice of Fetch, you will play a crucial role in shaping customer experiences and improving operations. The team values collaboration and innovation, making it a dynamic environment where your insights can lead to meaningful change.
You'll be responsible for
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Handling customer conversations
Managing customer interactions across live chat, email, and phone, covering onboarding, renewals, billing, and more.🔄
Leading retention conversations
Listening to customers to understand their reasons for leaving and providing genuine reasons to stay.📝
Owning complaints end-to-end
Investigating issues, drafting clear responses, and ensuring customer satisfaction throughout the process.Key criteria
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Customer-facing experience
3+ years in a customer-facing role, preferably in fintech or health.View
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Effective communication skills
Demonstrated ability to write clearly and empathetically.View
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Process improvement experience
Experience building or enhancing processes and systems from scratch.View
