Turn your everyday receipts into gift cards with Fetch. Earn points on groceries, shopping, and games — then redeem for free gift cards. Get started free. Backed by Gaingels.
About the role
User Support is one of the richest sources of user intelligence at Fetch. Every chat, ticket, survey response, and app review reveals how users experience the Fetch app, where friction exists, and where we can make it easier for users to get value from Fetch. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Analyze structured and unstructured user feedback across Support interactions, CSAT surveys, app reviews, customer research, and other listening channels to identify emerging trends and systemic pain points
- Combine user feedback with product, behavioral, and operational data to investigate root causes and explain where and why the Fetch experience breaks down
- Quantify the frequency, severity, and business impact of user friction across core Fetch experiences
- Map end-to-end user journeys to identify experience gaps, recurring points of confusion, and opportunities to reduce user effort
- Translate complex customer signals into clear, evidence-based recommendations for product and in-app experience improvements, Support process changes, and policy decisions
- Define hypotheses, data requirements, customer experience KPIs, and measurement approaches that help teams evaluate user and business outcomes
More about this role
What we’re building and why we’re building it.
Fetch helps people live rewarded every day, with a vision to become the rewards destination for everyone. We turn everyday activities into meaningful rewards, whether it’s grocery shopping, grabbing a quick meal, or playing a favorite mobile game. To date, we’ve awarded more than $1 billion in Fetch Points to our users.
Each day, more than 13 million receipts are submitted on Fetch, providing visibility into over $212 billion in gross merchandise value. This creates the largest retail-agnostic, SKU-level view of household spending, powering Fetch as an outcomes-based advertising platform that helps brands acquire and retain lifelong consumers.
The Fetch app is available on the App Store and Google Play, with more than 6 million five-star reviews from a highly engaged and loyal user base.
It’s not just our users who believe in Fetch: with investments from Softbank, ICONIQ, DST, Greycroft, 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...
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