[Hiring] Retention Advocate III @Fetch

Role Description

We’re looking for a Retention Advocate to join our Fetch Pet Insurance team! In this role, you’ll help our pet parents keep the coverage that protects their furry family members. You’ll handle a mix of calls and emails—listening to customers, understanding their needs, and finding creative ways to keep them with Fetch.

You’ll use your sales and problem-solving skills to turn tough conversations into positive experiences, highlight the value of our plans, and make sure every customer feels heard and supported. If you’re great at connecting with people, can stay calm under pressure, and enjoy working in a fast-paced, team-focused environment, this role is for you.

Responsibilities

• Manage a high volume of complex customer retention interactions with exceptional autonomy and precision, handling the most challenging save opportunities and escalated cases.
• Serve as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-based selling across the organization.
• Demonstrate mastery in diagnosing customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions.
• Lead by example through consistent top-tier performance and adherence to Fetch’s mission of extending and deepening customer relationships.
• Partner with Retention leadership to pilot new strategies, messaging frameworks, and process enhancements that improve overall save rates.
• Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices with peers and new hires.
• Collaborate with internal stakeholders across Operations, Product, and Marketing to represent the customer voice and influence retention initiatives.
• Identify emerging customer trends and competitive threats through data and frontline feedback, providing actionable recommendations to leadership.
• Handle escalations that require complex problem-solving, policy knowledge, and high-level communication to achieve positive outcomes for both the customer and the company.
• Maintain exceptional accuracy and completeness in documentation, ensuring all retention-related data is usable for performance and quality insights.
• Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction.
• Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time.

Qualifications

• A minimum of five (5) years in a call center environment with at least three (3) years in a dedicated retention, renewal, or sales leadership-support role.
• Proven track record of consistently exceeding retention or save goals in a high-volume environment.
• Expert-level communication and negotiation skills with the ability to navigate emotionally charged conversations and complex objections.
• Advanced understanding of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products.
• Demonstrated ability to analyze data and trends to inform retention strategy and decision-making.
• Comfortable acting as a peer mentor, trainer, and strategic contributor without formal leadership authority.
• High degree of professionalism, empathy, and composure under pressure.
• Strong business acumen with the ability to align individual actions to organizational performance metrics.
• Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools.
• Bilingual candidates (English/Spanish) encouraged to apply.
• Must hold or be willing to obtain and maintain a General Lines Property & Casualty (P&C) license across multiple states; company will sponsor licensing where applicable.

Benefits

• 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).