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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
November 14, 2025
Full Job Description
đź“‹ Description
- • Be the first line of defense—and delight—for more than 5 million five-star reviewers who rely on America’s Rewards App every single day. As a Support Specialist at Fetch, you will own the end-to-end experience of users who need guidance, troubleshooting, or simply a friendly voice to celebrate another reward redeemed. Your empathy, speed, and product fluency will turn occasional shoppers into lifelong brand evangelists.
- • Handle a high-volume queue of email, chat, and in-app tickets from users across the country who are earning rewards on groceries, dining, gaming, and more. You will triage, investigate, and resolve issues ranging from missing points and receipt scanning errors to account security questions and promotional inquiries, all while maintaining a first-response-time goal of under one hour.
- • Master the inner workings of Fetch’s receipt-scanning engine, points ledger, and partner integrations so you can explain complex backend logic in plain English. You will document edge-case bugs, surface patterns in user pain points, and partner directly with Product, Engineering, and Marketing to turn one-off fixes into scalable improvements.
- • Champion the voice of the customer in weekly cross-functional stand-ups. By tagging and categorizing every interaction, you will generate data-driven insights that influence roadmap priorities, fraud-prevention rules, and new reward campaigns—ultimately shaping how America shops and saves.
- • Craft concise, on-brand help articles, macros, and video snippets that empower users to self-serve. Your writing will be friendly, jargon-free, and optimized for mobile screens so a busy parent in the checkout line can solve a problem in 30 seconds flat.
- • Collaborate with our Fraud & Risk team to identify suspicious activity without compromising the trust of legitimate users. You will verify receipts, reverse illegitimate redemptions, and educate honest shoppers on best practices for keeping their accounts secure.
- • Participate in rotating weekend and holiday coverage to ensure Fetchers never miss a chance to earn. We use a follow-the-sun model across time zones, so flexibility is key; in return, you’ll enjoy comp days and flexible scheduling the rest of the week.
- • Contribute to quarterly “Support Swarm” sprints where agents beta-test new features, record screen-share feedback, and even ship quick copy edits via CMS. Your fingerprints will be on every major release, from new retailer launches to gamified challenges that deliver the next billion rewards.
- • Own personal KPIs including CSAT (≥92%), QA score (≥95%), and ticket backlog hygiene (<5 unresolved after 48 hrs). We celebrate wins loudly—whether that’s a shout-out in Slack for a perfect CSAT streak or a gift card for crushing weekend volume spikes.
- • Grow into a subject-matter expert path (Tier 2, Training, or Knowledge Management) or pivot into Product Support Engineering, Community Management, or CX Analytics. Fetch has a track record of promoting from within; over 60 % of our current team leads started exactly where you are now.
🎯 Requirements
- • 1+ years in a high-volume, digital-first customer support role (SaaS, marketplace, or mobile app preferred)
- • Demonstrated ability to resolve tickets across multiple channels—email, chat, and social—with a CSAT of 90 %+ in the last 12 months
- • Comfort navigating iOS and Android settings, screenshot tools, and basic device troubleshooting
- • Nice-to-have: Experience with Zendesk, Intercom, or similar ticketing platforms; SQL or Excel skills for lightweight data pulls; bilingual fluency in Spanish
🏖️ Benefits
- • 100 % remote-first culture with a $1,000 home-office stipend and monthly internet reimbursement
- • Medical, dental, and vision insurance covered at 100 % for employees and 75 % for dependents
- • Unlimited PTO plus 11 company holidays and a mandatory “recharge week” every July
- • Annual $500 Fetch points bonus to spend on gift cards, travel, or charitable donations
Skills & Technologies
Remote
About Fetch Rewards, Inc.
Fetch Rewards is a mobile shopping platform that lets consumers earn rewards by scanning receipts from grocery stores, restaurants, gas stations and other retailers. Founded in 2013 and headquartered in Madison, Wisconsin, the company partners with consumer brands to deliver targeted offers and collect anonymized purchase data. Users accumulate points redeemable for gift cards from major retailers, while brands gain insights into shopper behavior. The company also operates a B2B data division, Fetch for Business, providing market intelligence and measurement services to CPG companies and advertisers.
