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You will apply clinical veterinary expertise to assess pre-existing conditions and review complex clinical histories for pet insurance onboarding. Additionally, you will communicate directly with pet parents and vets while leveraging AI tools to improve operational efficiency and customer outcomes.
You must be a qualified veterinary surgeon with strong clinical reasoning and experience in decision-making for complex cases. The role requires proficiency in customer communication, comfort with productivity targets, and the ability to work from the Sydney office three days per week.
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.
Pre-existing assessments shape how customers feel about Fetch from day one. A clinical history read carefully, a fair call, a clear explanation – that's the difference between a pet parent who feels looked after and one who feels caught out. It's not back-office admin, it's the product. We're hiring a vet who treats it that way.
Location: Sydney (Hybrid, 3-4 days in-office)
Employment type: Full-time, permanent
Compensation: Competitive Series A salary + meaningful equity
Working with: Fetch's Onboarding team, alongside claims, comms, product, and the founders
We're looking for a qualified veterinary surgeon who can apply their clinical expertise to support our pre-existing assessments. This is a permanent role in our fast-growing Onboarding team, and we're looking for someone who can roll up their sleeves and get stuck into the day-to-day work of a start-up!
Customer Support: Assist with onboarding through completing pre-existing checks and review clinical histories to look for any issues that might impact plan cover. You'll be using tools like Slack, Notion and Intercom to provide great experience to customers.
Communication: You'll engage directly with vets and pet parents, explaining decisions, supporting through reviews and ensuring vet records are complete. We predominantly do this through live chat, but we'd love you to feel comfortable picking up the phone!
AI Development: We're an AI first business and use tools like Claude, Gemini and Fin to improve our efficiency and automate manual processes. You'll be AI-driven, using it day-to-day to reduce repetitive tasks and improve customer outcomes.
Team Support: You'll be working in tandem with our Claims and Comms team to help elevate customer experience! One moment you'll be improving customer retention, and the next you'll be working with product to raise bugs & feature requests.
Working in Agent Portal: You'll work in our brand new Agent Portal to support customers, including reviewing wait period videos and screening pets for potential conditions.
You'll shape the future of Operations at Fetch and how we deliver pre-existing conditions at scale.
You'll work with a squad of highly qualified veterinary surgeons, all striving to support customers across Australia (and beyond)
You'll work at the intersection of operations, product and automation.
You'll help build a modern insurance and pet health model grounded in strong veterinary expertise.
You combine strong clinical judgement and excellent customer service skills to deliver pre-existing outcomes at scale. You'll:
Be a qualified vet with strong clinical reasoning
Have experience reviewing complex cases and making balanced decisions on complaints & cancellations
Be willing to learn how to use tools such as Slack, Notion and Intercom
Be comfortable working to productivity & quality targets
Thrive in a fast-moving, evolving environment
Be comfortable speaking to customers on the phone, via email and through live-chat
Be able to work 1/4 weekends, that's when our customers need us the most!
Be happy working from our Sydney office 3 days a week
Insurance experience is helpful, but not essential.
You're optimistic and ambitious, and you get the people around you excited to go harder
You have a relentless sense of urgency. You do the thing instead of talking about it
You build your own AI agents and try new models the day they land, but you know when to do it by hand
You care about the tiny details that make a brand feel premium and trustworthy
You love pets! 💗
Competitive Series A salary + meaningful equity
Hybrid working (3 days Sydney office, flexible WFH)
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
Inclusive parental leave policy
5 weeks annual leave
Send us your CV and a short note covering (bonus points for a photo of your pet 🐾):
The trickiest clinical case or customer situation you've handled, and how you managed to deliver a positive outcome
How you would manage 4 different pre-existing conditions checks at the same time and what you'd prioritise
Why Fetch?
Help your pet live a longer, healthier life.
Fetch Pet Insurance is a leading tech-enabled pet wellness company dedicated to helping pet parents give their cats and dogs a longer, healthier life. We offer the most complete pet insurance coverage in the U.S. and Canada. But our commitment to pets and their parents doesn’t stop there. We also champion causes that strengthen the bonds between pets and people — from supporting Project Street Vet, a nonprofit that provides free veterinary care to the pets of those experiencing homelessness, to raising hundreds of thousands of dollars in aid for animals displaced by natural disasters and developing groundbreaking tools that help pet parents better support their pets’ health. Fetch is proud to be the preferred pet insurance provider for shelters across North America. Since 2018, we’ve contributed over $9 million to support shelters and the vital work they do to find forever homes for dogs and cats. Helping pets live healthier, happier lives alongside the people who love them is at the heart of our mission. To advance that mission, we created the Fetch Veterinary Advisory Board, a team of leading veterinarians, industry experts, and pet health specialists whose expertise helps shape our products, policies, and tools. Every decision we make is guided by what’s best for pets and their families. None of this would be possible without the talented, passionate people who make up our team. We’re a team of over 350 passionate pet lovers and pet parents worldwide. Fetch employees are pet lovers who are motivated by deepening the human-pet connection. As part of that culture, we’re honored to partner with Autism Speaks, an organization dedicated to creating a more inclusive world for all individuals. We also embrace inclusive hiring practices and foster supportive workplace environments so that every employee feels empowered to thrive. Fetch offers more coverage. More money back. More peace of mind. That’s why we’re proud to protect over 500,000 dogs and cats — and counting!
Offices: 101 Greenwich St, New York, New York 10006, US
