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Vitable Health is a health benefits platform designed to make quality healthcare accessible to uninsured and underinsured workers. As a Customer Operations Associate, you'll be the primary point of contact for employer clients, guiding them through the implementation and ongoing management of ICHRA (Individual Coverage Health Reimbursement Arrangement) and HRA (Health Reimbursement Account) benefits.
Your responsibilities include onboarding new employer groups, ensuring they understand how benefits work for their employees, and providing day-to-day support across multiple channels (phone, email, text, chat). You'll troubleshoot setup and configuration issues with urgency, document best practices, and refine internal workflows to improve the client experience. You'll work closely with Customer Success and Sales teams to ensure seamless implementation and sustained client satisfaction.
You'll handle questions and resolve issues related to benefit administration, HRA compliance, and billing within agreed service levels. The role requires strong attention to detail, the ability to manage multiple clients simultaneously, and excellent written and verbal communication skills. You'll be part of a small, mission-driven team moving fast to solve a genuine problem in healthcare access.
The ideal candidate has 2+ years of customer service, operations, or benefits administration experience. Familiarity with ICHRA, HRA, or US health insurance marketplaces is a strong plus. Experience in fast-paced startups is valued. Proficiency with HubSpot, Zendesk, or similar tools is required. You must be based in Mexico or LATAM, with Spanish language skills preferred. The company emphasizes a collaborative, high-integrity culture where people care deeply about the mission and support each other through ambiguity and rapid growth.
