Vet Technical Operations Associate @ Fetch

Hatch; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Series A salary

Meaningful equity

Hybrid working (3 days Sydney office)

Latest MacBook Pro setup

Team retreats

Office dogs

Bean to cup coffee, fruit and snacks

Parental leave policy

5 weeks annual leave

Job summary

Fetch is seeking a qualified veterinary surgeon to support our onboarding team in Sydney. This permanent, full-time role involves reviewing pre-existing checks and vet histories, and communicating decisions to pet parents and vets.

You'll work in a hybrid setup (3 days in-office) and contribute to AI-driven efficiency improvements. Collaborating with Claims, Comms, product, and founders, you’ll help elevate customer experiences and ensure high-quality veterinary insights across Australia.

Qualifications

• Qualified vet with strong clinical reasoning.
• Experience reviewing complex cases and making balanced decisions.
• Willingness to learn Slack, Notion and Intercom.

Responsibilities

• Assist onboarding by completing pre-existing checks and reviewing clinical histories.
• Engage with vets and pet parents, explaining decisions and ensuring records are complete.
• Collaborate with Claims, Comms, and product to improve customer outcomes.

Skills

Insurance knowledge

Education

Veterinary degree

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.

• 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

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