Vet Technical Operations Associate @ Fetch

Hatch; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary + meaningful equity

Hybrid work (3 days in Sydney)

MacBook Pro & top setup

Team retreats

Office dogs

Coffee machine, snacks & fruit

Parental leave policy

5 weeks annual leave

Job summary

Fetch is hiring a qualified veterinary surgeon to support onboarding by reviewing pre-existing assessments and clinical histories, ensuring accurate decisions for plan coverage. You will engage with vets and pet parents via live chat, with opportunities to leverage AI tools to streamline tasks and improve outcomes.

The role is permanent, based in Sydney with a hybrid 3–4 days in-office, and involves collaborating across onboarding, claims, comms and product teams in a fast-growing startup

Qualifications

• Be a qualified vet with strong clinical reasoning.
• Experience reviewing complex cases and making balanced decisions on complaints & cancellations.
• Willing to learn how to use tools such as Slack, Notion and Intercom.
• Be comfortable working to productivity & quality targets.

Responsibilities

• Assisting with onboarding and pre-existing checks.
• Engaging with customers to explain decisions and support reviews.
• Reviewing clinical histories to assess impact on plan cover.
• Collaborating with claims, coms and product to improve customer outcomes.

Skills

Clinical reasoning

Customer service

Communication

Onboarding experience

Phone/live-chat support

AI tooling familiarity

Education

Veterinary degree / DVM

Tools

Slack

Notion

Intercom

Job description

Fetch is how modern pet parents give their pets the best care. One pink app for insurance, health, and care – easy, fair, and kinda fun. We've raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we're growing fast.

Pre-existing assessments shape how customers feel about Fetch from day one. A clinical history read carefully, a fair call, a clear explanation – that's the difference between a pet parent who feels looked after and one who feels caught out. It's not back-office admin, it's the product. We're hiring a vet who treats it that way.

• Location: Sydney (Hybrid, 3-4 days in-office)
• Employment type: Full-time, permanent
• Compensation: Competitive Series A salary + meaningful equity
• Working with: Fetch's Onboarding team, alongside claims, comms, product, and the founders

Your role

We're looking for a qualified veterinary surgeon who can apply their clinical expertise to support our pre-existing assessments. This is a permanent role in our fast-growing Onboarding team, and we're looking for someone who can roll up their sleeves and get stuck into the day-to-day work of a start-up!

• Customer Support: Assist with onboarding through completing pre-existing checks and review clinical histories to look for any issues that might impact plan cover. You'll be using tools like Slack, Notion and Intercom to provide great experience to customers.
• Communication: You'll engage directly with vets and pet parents, explaining decisions, supporting through reviews and ensuring vet records are complete. We predominantly do this through live chat, but we'd love you to feel comfortable picking up the phone!
• AI Development: We're an AI first business and use tools like Claude, Gemini and Fin to improve our efficiency and automate manual processes. You'll be AI-driven, using it day-to-day to reduce repetitive tasks and improve customer outcomes.
• Team Support: You'll be working in tandem with our Claims and Comms team to help elevate customer experience! One moment you'll be improving customer retention, and the next you'll be working with product to raise bugs & feature requests.
• Working in Agent Portal: You'll work in our brand new Agent Portal to support customers, including reviewing wait period videos and screening pets for potential conditions.

Why you'll love the role

• You'll shape the future of Operations at Fetch and how we deliver pre-existing conditions at scale.
• You'll work with a squad of highly qualified veterinary surgeons, all striving to support customers across Australia (and beyond)
• You'll work at the intersection of operations, product and automation.
• You'll help build a modern insurance and pet health model grounded in strong veterinary expertise.

About You

You combine strong clinical judgement and excellent customer service skills to deliver pre-existing outcomes at scale. You'll:

• Be a qualified vet with strong clinical reasoning
• Have experience reviewing complex cases and making balanced decisions on complaints & cancellations
• Be willing to learn how to use tools such as Slack, Notion and Intercom
• Be comfortable working to productivity & quality targets
• Thrive in a fast-moving, evolving environment
• Be comfortable speaking to customers on the phone, via email and through live-chat
• Be able to work 1/4 weekends, that's when our customers need us the most!
• Be happy working from our Sydney office 3 days a week

Insurance Experience Is Helpful, But Not Essential.

Beyond the CV

• You're optimistic and ambitious, and you get the people around you excited to go harder
• You have a relentless sense of urgency. You do the thing instead of talking about it
• You build your own AI agents and try new models the day they land, but you know when to do it by hand
• You care about the tiny details that make a brand feel premium and trustworthy

And The Perks

• Competitive Series A salary + meaningful equity
• Hybrid working (3 days Sydney office, flexible WFH)
• Latest MacBook Pro and a top setup
• Two team retreats each year
• Office dogs for cuddles and interruptions
• Bean to cup coffee machine, unlimited fruit and snacks. Toblerone on-tap
• Inclusive parental leave policy
• 5 weeks annual leave

Key Responsibilities

• Assisting with onboarding
• Engaging with customers

Key Strengths

• Insurance knowledge

Why Fetch is partnering with Hatch on this role.

Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Fetch not with Hatch.

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Vet Technical Operations Associate @ Fetch • Sydney, NSW, AU