Join a mission-driven team helping pet parents protect their furry family members.
About Fetch Pet Insurance
Fetch is a leading tech-enabled pet wellness company providing comprehensive, no-nonsense pet insurance with zero breed, age, or size restrictions. We help pets get through the tough days and extend the good ones — through industry-leading coverage, digital tools, and partnerships that give back to animal welfare. Our customer support team is the compassionate, knowledgeable voice guiding pet parents through billing, claims, and everyday questions.
Schedule
- Full time (40–42 hours per week)
- Remote (New York applicants only for this role)
- Varied shifts between 8 AM – 8 PM ET, including weekend/holiday rotation
- Must have reliable high-speed internet and a quiet, dedicated home workspace
Responsibilities
- Deliver exceptional customer support via high-volume inbound calls
- Provide first-call resolution for billing, claims, policy questions, and technical issues
- Follow up with customers through outbound calls and emails
- Use call flows, knowledge tools, and operating standards to guide interactions
- Act as a brand ambassador with empathy, professionalism, and patience
- Maintain accurate documentation across internal systems
- Track performance daily and meet service goals
- Raise recurring issues and collaborate with team members to improve workflow
- Participate in team meetings, coaching, and upskilling opportunities
- Support customers across multiple channels (phone, email, IVR guidance, portal navigation)
Requirements
- Active Property & Casualty License (required to apply)
- 1+ year call center experience
- Previous customer service experience
- Ability to multitask across systems while actively listening
- Strong verbal and written communication skills
- Calm under pressure; skilled at navigating complex customer issues
- Remote work experience with proven reliability
- Tech-savvy (G-Suite, browsers, phone systems)
- Bachelor’s degree preferred
Work-From-Home Setup
- High-speed internet: minimum 100 Mbps down / 30 Mbps up
- Quiet, distraction-free workspace
- Ability to set up dual monitors, laptop, keyboard, phone, and headset
- Space suitable for company-provided equipment
Benefits
- Compensation: $20–$21.50/hour + commission
- 401k with company match
- 20 days PTO annually + 9 holidays + 1 floating holiday
- Earn up to 8 volunteer PTO hours per year
- Additional PTO added annually on work anniversary (up to 30 days total)
- Educational assistance
- Department incentive perks
- 50% off Fetch Pet Insurance (up to $1000 savings/year)
- Mental-health-forward culture supporting true work-life balance
Love pets? Love helping people? This role lets you do both while supporting a fast-growing, nationwide pet wellness brand.
Happy Hunting,
~Two Chicks…