Customer Operations Associate

The Problem We're Solving Most people don't think twice about going to the doctor. But for over 85 million uninsured and underinsured Americans — the cashiers, drivers, home health aides, and construction workers who keep this country running — getting care is complicated, expensive, and often out of reach. We built Vitable to change that. Vitable is the health benefits platform designed for every worker. We make it easy for employers to offer real, high-quality healthcare to their teams — not watered-down coverage, but benefits that actually work. It's better for employees. It's smarter for employers. And it matters. We're a small, passionate team moving fast and solving a problem that genuinely deserves solving. If you're looking for a place where your work has a tangible impact on real people's lives, you've found it. The Role As a Customer Operations Associate at Vitable, you'll be the go-to partner helping employer clients bring better healthcare benefits to life. From onboarding new groups to supporting day-to-day needs, you'll ensure every client feels confident, informed, and cared for. You'll work closely with Customer Success and Sales to deliver a smooth ICHRA implementation experience and ongoing support that reflects Vitable's promise of excellent service. What You'll Do Guide clients through onboarding — ensuring each group starts on time and understands how ICHRA/HRA benefits work for their employees Answer questions and resolve issues across phone, email, text, and chat related to benefit administration, HRA compliance, and billing within SLA Problem-solve with urgency when setup or configuration issues arise Document best practices and refine internal workflows related to ICHRA operations Partner with Customer Success and Sales to ensure a seamless client experience from implementation to ongoing support What We're Looking For 2+ years of experience in customer service, operations, or benefits administration Familiarity with ICHRA, HRA, or US health insurance marketplaces a strong plus Prior experience working at a fast-paced start up Proficiency with HubSpot, Zendesk, or similar tools Excellent written and verbal English communication skills Detail-oriented with strong follow-through and ability to manage multiple clients simultaneously Based in Mexico or LATAM Spanish speaking a plus Vitable Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. How We Take Care of You We believe in taking care of the people who take care of our members. Here's what that looks like: 100% Silver Plan medical coverage — plus dental and vision Vitable Primary Care membership — the same care we give our members, yours too 401(k) and life insurance Unlimited PTO — and we actually mean it Remote-first — work from wherever you do your best thinking MacBook and home office setup stipend — the gear you need to do great work Competitive equity — you're building something real, you should own a piece of it Are You Our Kind of Person? We don't have a big corporate machine behind us. What we have is a clear mission, a lot of heart, and a deep sense of urgency about the problem we're solving. That means we move fast, figure things out, and hold ourselves to a high bar — not because someone's watching, but because we care. You'll thrive here if you're the kind of person who: Feels personally connected to making healthcare more accessible Gets energized by building, not just maintaining Can navigate ambiguity without losing momentum Does the unglamorous work when it needs doing — and does it well Asks for help when you need it and offers it when you see someone else does Cares about the details, but keeps sight of the bigger picture We're a team that shows up for each other. We celebrate wins together, work through hard problems together, and genuinely like each other. If something feels off, we say so. If someone's struggling, we notice. No egos. No jerks. Just good humans doing meaningful work — and having fun doing it. One Last Note on Who We Hire The people we serve are diverse — and our team should be too. We're committed to building a workplace where different backgrounds, experiences, and perspectives aren't just welcomed, they're essential to the work. Vitable is an equal opportunity employer. We don't hire to check boxes. We hire people who care about what we're building and bring something real to the table. If this role excites you but you don't meet every requirement on the list, please apply anyway. We mean that.