Vet Nurse Pet Claims & Service Manager
The Opportunity
We're Fetch - a fast-growing insurtech and pet health platform on a mission to offer the best care for pets with the finest pet insurance around.
We built our proposition from scratch. Policies, claims, customer app, agent tools and vet integrations. We launched. Customers love it. Now we're scaling.
That means faster processing, smarter automation, stronger vet partnerships and better experiences across every touchpoint.
We're still small enough that your impact is obvious. But big enough that structure, consistency and technical excellence really matter.
We're looking for a qualified vet nurse to join our frontline team, helping pet parents through onboarding, claims and daily support as we scale.
Your team
You'll join a team of vet professionals, insurance specialists and customer champions. Together, you support pet parents through onboarding, claims and day-to-day care - helping them be the best pet parents they can be.
You'll work alongside product and tech to shape the pet parent and vet experience. And you'll be part of a wider group that includes marketers, engineers and insurance professionals.
Your role
This is a frontline customer support and claims role, delivered entirely through our in-app chat - no call queues.
You'll use your vet nursing skills to help pet parents navigate insurance, answer clinical questions and manage claims with confidence.
📲 Customer support: Help pet parents through onboarding, renewals and general queries. Review pet profiles and ensure a smooth experience from day one.
🔄 Claims management: Manage pet insurance claims end to end. Communicate with vets, review documentation and support timely, accurate outcomes.
💬 Outbound communications: Handle proactive outreach to keep customers informed and supported throughout their journey.
📣 Product feedback: Contribute your frontline perspective to help shape a better experience for pet parents and vets.
🖥️ Tech support: Support software development and testing, helping improve the tools you and the team use every day.
This is a full-time position. We operate on weekends, so some weekend work is involved - balanced by swapping out weekday hours so you have time to recharge.
Why you'll love the role
You'll be hands-on across all aspects of the product, from welcoming new pet parents to helping them when things go wrong. You'll gain exposure to 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. And you'll use your skills in a fresh, innovative setting that's redefining pet care.
What you'll bring
We're looking for someone who combines clinical knowledge with strong communication and a genuine passion for helping pet parents.
You'll:
Be a qualified vet nurse with relevant clinical experience
Have excellent communication and interpersonal skills
Thrive in a fast-moving, collaborative environment and be comfortable with ambiguity
Take ownership of customer outcomes and care deeply about getting it right
Have experience in a fast-paced operation with a strong customer service focus
Be comfortable using systems and eager to engage with tech and tools
What we offer
We're remote-first across Australia, but tightly connected. You'll work alongside a passionate team in a growing insurtech and pet health environment.
You'll have access to:
Flexible, supportive and pet-friendly work environment
Inclusive parental leave policy
5 weeks annual leave
Equity as part of the Fetch journey