Strategic Partner Specialist

About Fetch

At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.

Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.

About the Industry

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

Job Overview

Property & Casualty License required to apply

This is a commission eligible position.

Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice.

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

Job Summary

The Strategic Partner Specialist is a senior-level subject matter expert and primary liaison responsible for ensuring the success of Fetch Pet Insurance's most valuable strategic partnerships. This role is built around a deep foundation in supporting insurance agents and brokers, demanding mastery in policy mechanics, sales enablement, and technical troubleshooting specifically within a B2B environment.

The Specialist is the dedicated, 'go-to' resource for our strategic partners, responsible for maintaining high broker satisfaction and driving partner performance. Crucially, your extensive experience in supporting agents will be leveraged to provide expert-level support to our direct Fetch customers during periods of low broker volume, driving process improvements across both partner-facing and member-facing support channels.

Primary Responsibilities: Strategic Partner & Broker Focus (80%+)

The Specialist will utilize theirproven B2B insurance support experienceto perform the following:

Broker Portal & Technical Troubleshooting (Tier 1 & 2 Expert):Serve as the highest-level technical support for our strategic partners' agents. This includes immediate, expert-level resolution of:

• Login issues, policy submission errors, quoting difficulties, and system navigation challenges.
• Directly liaising with IT and Partnership teams to escalate and own the resolution of complex, business-critical platform bugs.

Sales Enablement & Policy Expertise:Act as a critical sales support resource for our brokers, providing in-depth, expert-level consultation on:

• Complex policy language, coverage options, regulatory constraints, and competitive positioning to help agents close sales.

Complaint & Escalation Management:Proactively coordinate with the Partnership team to independently manage and resolve high-level partner issues, complaints, and complex policy disputes originating from the broker channel.

Partner Relationship Management:Systematically track and report on common broker pain points and recurring feedback, serving as the voice of the agent to the Sales and Account Management teams to proactively improve the end-to-end partner experience.

Secondary Focus: Direct Customer Member Support (Flex Capacity)

Leveraging your robust policy and systems expertise gained from supporting complex broker inquiries, you will pivot to support our direct Fetch customers when partner volumes permit.

• Complex Policyholder Support:Expertly manage and resolve complex, escalated, and critical policyholder issues, including high-stakes billing disputes, policy changes, claims status, and coverage roadblocks.
• Customer Education & Advocacy:Provide in-depth guidance on policy features and maximizing unique Fetch benefits, ensuring direct customers fully understand their pet insurance investment.

Process Improvement & Team Mentorship:

• Act as the "go-to" peer mentor and subject matter expert for the Strategic Partner Support Team, sharing your advanced B2B agent support knowledge.
• Proactively identify service gaps in both partner and member support processes to drive continuous improvement initiatives.

Core Experience Requirements (Non-Negotiable):

• P&C License & Insurance Expertise:Active Property & Casualty (P&C) Insurance Producer License in the resident state, maintained for a minimum of two (2) years.
• Dedicated B2B Support:Minimum of two (2) years providing personalized, concierge-style support and relationship management to a B2B audience (brokers/agents).
• Call Center Experience:Minimum of three (3) years of experience in a high-volume call center environment, preferably in a regulated industry.
• Demonstrated ability to independently manage complex, escalated issues and maintain composure under pressure.

Why Join Fetch

• Be part of a mission-driven company that values creativity, innovation, transparency, and collaboration
• Enjoy working from our FiDi Manhattan office, with flexibility for remote or hybrid work (2- 3 days in the office per week)
• When in office, enjoy complimentary lunch daily, and pets are always welcome
• Join a team that genuinely cares about creating a positive, inclusive work environment where everyone can thrive

Compensation

• The pay range for this position is $25.00 - $27.88 on a full-time basis
• Along with base salary, your position may qualify for additional bonuses
• This position is eligible for the Company’s bonus plan(s)

Benefits & Perks

At Fetch, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.

• Comprehensive Medical, dental, and vision plan for you and your family
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
• Highly competitive 401(k) matching
• Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
• Paid company (9) holidays, including (1) floating holiday
• Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
• Educational Assistance Program
• Fetch Discount Perks Program
• Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
• NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
• Employee Referral Incentive
• Tuition Assistance
• Commuter Benefits
• Employee Assistance Program (EAP)

Recruiting Fraud Alert

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.

EEO Statement

Fetch is proud to be an equal opportunity employer.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

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