---
title: 'Operations Specialist, Employer Onboarding at Thatch'
canonical: 'https://feeny.ai/job/operations-specialist-employer-onboarding-thatch-austin-texas-3jwq0t6k27x5'
type: 'job'
last_seen: '2026-09-07'
---

# Operations Specialist, Employer Onboarding at Thatch

- **Company:** Thatch
- **Location:** Austin Texas, United States
- **Compensation:** $91k–$118k
- **Work type:** remote
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-09-07
- **Apply:** https://thatch.com/jobs/5414792008?gh_jid=5414792008

## Job description

## About the role

Every employer that joins Thatch has to be verified before their team can get covered — confirming the business is legitimate and its owners are who they say they are before any money moves. That verification function is growing in scope and volume, and it still runs more on institutional knowledge than documented process.

This role exists to change that. You'll own KYB/KYC case review and turn the way the team works into something durable: clear runbooks, source-of-truth documentation, and a defined framework for handling exceptions, so quality doesn't depend on who's on shift. You'll partner directly with Product and Engineering to fix the friction points driving manual review, with the explicit goals of raising the automated approval rate, cutting manual review time, and making exception handling predictable rather than ad hoc.

This is a builder's role: real ownership over a function still taking shape, and direct influence over the product and policy decisions that shape it. The mandate right now is process ownership and rigor — but as you build a track record in the seat, there's room to grow, potentially into leading the team down the line. If you like the mix of hands-on case work and the discipline of writing the SOP nobody's written yet, this is a strong fit.

## What you'll do

- Own end-to-end review of employer KYB/KYC cases — business verification and beneficial owner/officer identity checks — applying Thatch's compliance policy with sound judgment on ambiguous or high-risk cases
- Build and maintain the runbooks and source-of-truth documentation for KYB/KYC review, so process and tooling knowledge lives in a shared, current reference rather than in any one person's head
- Define and own how exceptions get handled — what gets escalated, to whom, and on what timeline — replacing case-by-case judgment calls with a documented framework
- Partner with Product and Engineering to diagnose recurring failure patterns and shape fixes that raise the automated approval rate and cut manual review time
- Build and maintain reporting on case volume, approval rates, and review time so the team's performance is visible without manual pulls
- Act as a resource for teammates on complex or ambiguous cases as the documented process matures

Background we're looking for

- 5+ years in compliance, KYB/KYC, fraud/risk, or trust & safety operations, including direct experience reviewing business or identity verification documentation
- Experience writing and maintaining SOPs, runbooks, or source-of-truth documentation for an operational process — not just following one someone else wrote
- Track record working cross-functionally with Product and/or Engineering to diagnose process failures and scope fixes, not just flag them
- 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 (admin tools, data/query tools like SQL or Metabase, ticketing platforms, and similar review platforms)

## Experience we’d be particularly excited about

- Prior people leadership, or interest in eventually growing into people management
- SQL or data-querying experience (e.g., Metabase, Hex) to self-serve on case volume, backlog, and completion metrics
- Experience at a fintech, banking-as-a-service, or payments company with direct KYB/KYC exposure
- Familiarity with beneficial ownership/CDD rules, or entity types like sole proprietorships, PEOs, or trusts
- Experience in a fast-scaling startup environment where process is still being built
- Relevant certification (e.g., CAMS, CFE) or advanced degree in compliance or risk

What to expect

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:

- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with the hiring manager to work through a live case study
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles

Estimated Compensation Range $91,000—$118,000 USD

## About Thatch

We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read [more on Thatch here](https://thatch.ai/company).

## About Thatch

## Company Overview
- **One-liner**: Thatch is a modern health benefits platform that uses an ICHRA to let employers set a budget and empower employees to choose and manage their own healthcare plans and spending.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2021
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Health benefits, Fintech (healthcare payments)
- **Target customers**: B2B – small-to-medium businesses and mid-market employers
- **Mission/purpose**: “Building a healthcare system people love”

## Products & Services
- **Thatch Platform**: All-in-one ICHRA-based benefits platform. Employers set a budget; employees choose their own health, dental, and vision insurance from top carriers and spend leftover funds on healthcare costs.
- **Ask Thatch**: AI-powered 24/7 text-based support for compliance, expense verification, and account questions.
- **Thatch Visa Debit Card**: Employees use the card to pay for prescriptions, copays, therapy, and other eligible healthcare costs from their budget.
- **Insurance Marketplace**: Access to plans from national carriers, selected directly by employees.
- **Benefits Marketplace**: Curated ecosystem of health and wellness services available with tax-free allowance.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding of **$84M** (as of April 2025)
- **Notable Investors**: General Catalyst, Index Ventures (led Series A and Series B), Google Ventures (led Seed round)
- **Growth Signals**: 4,000+ employers using Thatch; **208 employees** (monthly growth +10.5%); Series B raised $40M in April 2025; transparent support metrics (CSAT 99.9%, enrollment accuracy 83% vs. industry avg 76%).

## Competitive Advantages
- **ICHRA-native model** offers maximum flexibility and personalization compared to traditional group plans.
- **Works out of the box** with any payroll provider and insurance plan – no integration or implementation required.
- **5-minute setup** and ability to switch any time of year (not just open enrollment).
- **Transparent CX metrics** published publicly (response time, CSAT, enrollment accuracy).
- **Visa debit card** seamlessly extends the budget to out-of-pocket costs.

## Strategic Focus
- Scale employer adoption across SMB and mid-market segments.
- Deepen the benefits marketplace with more high-impact wellness partners.
- Build robust financial infrastructure for balances, premiums, and reimbursements.
- Expand data and analytics capabilities to drive insights and predictive features.

## Why Work Here
- **Remote-first** with optional in-person hubs in San Francisco and Austin.
- **Team caliber**: Colleagues from Stripe, Ramp, Rippling, Shopify, and Robinhood.
- **Energizing offsites** in beautiful locations.
- **Flexible home office budget** for remote work setup.
- **Operating principles**: Bias for action, relentless resourcefulness, high trust environment.
- **20 open roles** across Engineering, Operations, Growth, and Account Management.
- **High impact** at a fast-growing startup redefining healthcare benefits.

## Sources
1. [thatch.com](https://thatch.com/)
2. [thatch.com/company](https://thatch.com/company)
3. [thatch.com/jobs](https://thatch.com/jobs)
4. [LinkedIn](https://www.linkedin.com/company/thatch-com)
5. [CB Insights](https://www.cbinsights.com/company/thatch-2)

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