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Job description
Operations Specialist, Employer OnboardingLocation Austin, Texas, United States Compensation $91,000 - $118,000 USDAbout the RoleEvery 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. 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 DoOwn 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 casesBuild 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 headDefine and own how exceptions get handled — what gets escalated, to whom, and on what timeline — replacing case-by-case judgment calls with a documented frameworkPartner with Product and Engineering to diagnose recurring failure patterns and shape fixes that raise the automated approval rate and cut manual review timeBuild and maintain reporting on case volume, approval rates, and review time so the team's performance is visible without manual pullsAct as a resource for teammates on complex or ambiguous cases as the documented process maturesBackground We're Looking For5+ years in compliance, KYB/KYC, fraud/risk, or trust & safety operations, including direct experience reviewing business or identity verification documentationExperience writing and maintaining SOPs, runbooks, or source-of-truth documentation for an operational process — not just following one someone else wroteTrack record working cross-functionally with Product and/or Engineering to diagnose process failures and scope fixes, not just flag themComfort making and documenting judgment calls on ambiguous or high-risk cases within a compliance frameworkBachelor's degree or equivalent practical experienceComfort 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 AboutPrior people leadership, or interest in eventually growing into people managementSQL or data-querying experience (e.g., Metabase, Hex) to self-serve on case volume, backlog, and completion metricsExperience at a fintech, banking-as-a-service, or payments company with direct KYB/KYC exposureFamiliarity with beneficial ownership/CDD rules, or entity types like sole proprietorships, PEOs, or trustsExperience in a fast-scaling startup environment where process is still being builtRelevant certification (e.g., CAMS, CFE) or advanced degree in compliance or riskWhat To ExpectWe 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 Thatch30 minute video meeting with the hiring manager to dive deeper into your experience and the role30 minute video meeting to meet 2-3 members of the team30 minute video meeting with the hiring manager to work through a live case study30 minute video meeting with our founders to discuss your approach to culture and our operating principles
Worksite address
austin, TX, 78701, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.