KYC/KYB Onboarding Operations Lead

Thatch Health; Austin, Northern (TX, KY); Hybrid; USD 91,000 - 118,000; Full time

Job summary

Thatch Health in Austin is seeking an Operations Specialist, Employer Onboarding to own KYB/KYC case reviews and verify employers before coverage.

You will build durable playbooks, source-of-truth docs, and a framework for handling exceptions, collaborating with Product and Engineering to reduce manual review and increase automated approvals.

This is a builder role with room to grow as you strengthen processes and influence product decisions.

Qualifications

• 5+ years in compliance, KYB/KYC, fraud/risk, or trust & safety operations.
• Experience writing and maintaining SOPs, runbooks, or source-of-truth documentation.
• Track record working cross-functionally with Product and/or Engineering to diagnose process failures and scope fixes.
• Comfort making and documenting judgment calls on ambiguous or high‑risk cases within a compliance framework.
• Bachelor's degree or equivalent practical experience.
• Comfort working across multiple systems day to day (SQL or Metabase, admin tools, data/review platforms).

Responsibilities

• Own end-to-end review of employer KYB/KYC cases — business verification and owner identity checks.
• Build and maintain the runbooks and source-of-truth documentation for KYB/KYC review.
• Define and own how exceptions get handled — documented framework for escalation and timelines.
• Partner with Product and Engineering to diagnose recurring failure patterns and shape fixes.
• Build and maintain reporting on case volume, approval rates, and review time.
• Act as a resource for teammates on complex cases as the process matures.

Skills

KYB/KYC experience

Compliance

Cross-functional collaboration

Process documentation

Data queries (SQL)

Education

Bachelor's degree or equivalent practical experience

Tools

SQL

Metabase

Job description

Thatch Health in Austin is seeking an Operations Specialist, Employer Onboarding to own KYB/KYC case reviews and verify employers before coverage.

You will build durable playbooks, source-of-truth docs, and a framework for handling exceptions, collaborating with Product and Engineering to reduce manual review and increase automated approvals.

This is a builder role with room to grow as you strengthen processes and influence product decisions.