Vet Technical Operations Associate

Job description

About Fetch 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 - You love pets! 💗 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 How to apply Send us your CV and a short note covering (bonus points for a photo of your pet 🐾): - The trickiest clinical case or customer situation you've handled, and how you managed to deliver a positive outcome - How you would manage 4 different pre-existing conditions checks at the same time and what you'd prioritise - Why Fetch?