Support Specialist

What we’re building and why we’re building it. Every month, millions of people use America’s Rewards App, earning rewards for buying brands they love, and a whole lot more. Whether shopping in the grocery aisle, grabbing a bite at the drive-through or playing a favorite mobile game, Fetch empowers consumers to live rewarded throughout their day. To date, we’ve delivered more than $1 billion in rewards and earned more than 5 million five-star reviews from happy users. It’s not just our users who believe in Fetch: with investments from SoftBank, Univision, and Hamilton Lane, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees. At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch. Fetch is an equal employment opportunity employer.

About the Role:

In the Support Specialist role, you represent Fetch every day as the connection between our users and everyone working behind the scenes. While helping our users and ensuring they continue to use Fetch is your highest priority, we also need you to spot trends and help troubleshoot tricky technical issues. Your interactions will be largely through app-based email, utilizing a variety of software tools to solve the issues our users experience. Fetch is growing insanely fast, and constantly adapting to new opportunities and challenges. Change is a constant. Your ability to stay up-to-date and on top of rapid-fire communication is critical. You will be joining a team that is largely remote, but with stunning offices in Madison, Chicago, and Birmingham. We like to have fun, whether in person or over Zoom. You will be given all of the tools, training, and support required to succeed. Your desire to build something big, your quick mind, appetite for challenge, and drive to be the best professional version of yourself will set you apart from other candidates. In Support, we are currently hiring for 2nd shift! This position requires a schedule of 3:30pm-12:00am CST, Friday - Tuesday. This is a full time 5 days/week position that includes both Saturday and Sunday. Fetch's Flexible PTO policy is generous, but each person's ability to take off a given day is dependent on that day's business needs. Requests for particular days off, including holidays, are not guaranteed, and may be denied based on minimum staffing requirements. Additionally, the Support Team operates 7 days per week and working holidays is required when a holiday falls on a day you are scheduled to work; holidays are paid at 1.5x your normal pay rate. This is a full-time role that can be held from one of our US offices or remotely in the United States.

Role Responsibilities:

• Answering user questions through written email format using pre-written responses.
• Educating users on technical topics such as new features and product bugs.
• Developing a deep understanding of the application and how it works.
• Communicating with users in a way that addresses their concerns regardless of their technical background.
• Ability to identify whether an issue is new or existing and react accordingly.
• Providing service that prioritizes user retention.
• Achieving daily, weekly and monthly performance expectations consistent with team and department goals.
• Maintaining up-to-date knowledge in a fast-paced environment by actively consuming support communications and resources.
• Bring fun to Fetch by engaging with your colleagues and celebrating both individual and team accomplishments.

Minimum Requirements:

Technically Proficient: Google is your best friend Fast Learner: Rapid fire communication works for you Adapts to Change: New things are your vibe OK with Repetition: OK with Repetition

• Self-Motivated: You bet on you and win every time!
• Seeks Feedback: Even LeBron needs a coach
• Maintains a Positive Attitude: Happiness is more than just an emoji
• Professional and Accountable: Not everything can be solved with a meme
• Maintains Focus: “I’m in the zone”
• Service Minded: Does what is best for our users, even if it’s difficult for us

Resourceful: You follow life hacks Problem Solving: You know that clearing the cache and cookies is a good place to start Team Mindset: Gaming is fun. Multi-player gaming is also fun.

Preferred Requirements:

Extensive technical knowledge Fluency in written Spanish

Compensation:

At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The approved compensation for this position is an hourly rate of $20.20. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.

At Fetch, we'll give you the tools to feel healthy, happy and secure through:

• Equity: We offer employees equity in Fetch, so that everyone can benefit from Fetch’s growth.

401k Match: Dollar-for-dollar match up to 4%.

• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
• Continuing Education: Fetch provides ten thousand per year in education reimbursement.

Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.

• Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our year-end week-long break.
• Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.

Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more! Flexible Work Environment: Collaborate with your team in one of our stunning offices in Madison, Birmingham, or Chicago. Or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home. Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential. Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at accommodations@fetch.com. Learn more: Fetch Recruitment Scam Warning.