Customer Operations Associate

About 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.

Responsibilities

• 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

Requirements

• 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

Benefits

• 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