Retention Advocate III

Fetch

48d•Remote

About The Position

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. Property & Casualty License Required JOB OVERVIEW 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. We’re looking for someone with call center experience (retention or sales is a big plus!), strong communication skills, and a knack for multitasking. A General Lines Property & Casualty (P&C) license is required—but don’t worry, we’ll assist you if you need to get licensed in new states. As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally. If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs.

Requirements

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
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
Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)
A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions
Office space must be large enough to accommodate two 19” monitors, a laptop, mouse, keyboard, and headset.
Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home

Nice To Haves

Bilingual candidates (English/Spanish) encouraged to apply

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

Benefits

401k matching
PTO - 20 days accrued annually, 9 holidays, 1 floating holiday
One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
Educational Assistance Programs
Department incentive perks
Fetch Pet Insurance discount - 50% off, up to $2000 savings/year
Comprehensive Medical, dental, and vision plan for you and your family
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
Fetch Discount Perks Program
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)