Customer Operations Associate

Who We Are We asked ourselves — What if better care didn’t cost more? That’s why we built Vitable: the health benefits platform making healthcare better for employers of everyday workers. We bring accessible, high-quality care to over 85 million uninsured and underinsured Americans. Unlike traditional options, our suite of health benefits is designed with real people at the center. Vitable empowers businesses to become better employers by making it easy to offer healthcare benefits to their teams. It's a better experience for employees and a smarter solution for employers. Simply put, we’re built for better. We’re growing rapidly and looking for eager team members who are hungry for change and passionate about delivering better care to the everyday worker. Does that sound like you? About the Role As a Customer Operations Associate at Vitable , you’ll be the go-to partner helping our clients bring better healthcare benefits to life. From onboarding new groups to supporting their day-to-day needs, you’ll make sure every client feels confident, informed, and cared for. You’ll work closely with Customer Success and Sales to ensure clients have a smooth experience from implementation to ongoing support and that every interaction reflects Vitable’s promise of delightful service. Deliver a standout client experience . Bring empathy, clarity, and energy to every interaction. Serve as a trusted guide for clients during onboarding, ensuring each group starts on time and understands how HRA benefits work for their employees, and feels confident managing their program within the expected onboarding timeline to avoid late starts. Answer questions and resolve issues across channels (phone, text, email, chat) related to benefit administration, HRA compliance, and billing within SLA. Problem-solve with urgency when setup or configuration issues arise, ensuring programs start accurately and on schedule. Contribute to process improvements by documenting best practices and refining internal workflows related to ICHRA operations. Required Qualifications You’re disciplined and driven. You have a bachelor’s degree or equivalent work experience — what matters most is your commitment, curiosity, and follow-through. You understand ICHRA. You’re familiar with individual Coverage HRAs, their regulatory requirements, and how they interact with health insurance marketplaces. You’ve done this before. With 2+ years in customer service or operations, you’re comfortable solving problems, staying organized, and keeping things moving. You’re a strong communicator. You collaborate naturally, especially when things get complex, and you know how to turn challenges into team wins. You care about impact. You’re passionate about healthcare and believe everyone deserves access to high-quality, affordable care. Bonus Qualifications Have experience working cross-functionally — you’ve partnered with teams across operations to document best practices and improve internal workflows. Have used Zendesk (or a similar CRM platform) to manage customer conversations and keep things organized behind the scenes. Benefits and Perks 100% Silver Plan + Full Medical Coverage Dental and Vision Coverage 401(k) and Life Insurance Access to Vitable’s Primary Care membership Unlimited PTO Remote-first culture with a supportive team MacBook and any other gear you need Home office setup stipend Competitive equity package Who Thrives Here You care—about people, about purpose, about doing work that truly matters. You’re the kind of person who sees a broken system and asks, “How can I fix this?” Challenges don’t intimidate you—they energize you. You move quickly, but with intention. You don’t just get things done—you get the right things done. At Vitable, we thrive on both autonomy and collaboration. You’ll have the space to own your work, make smart decisions, and lead with initiative—while knowing when to pull others in, ask questions, and build together as a team. You’ll fit right in if you’re: Mission-driven and motivated by impact Someone who gets sh*t done (and does it well) Curious, thoughtful, and clear on your “why” A self-starter who figures things out Empathetic, honest, and genuinely cares about others Collaborative, but confident working independently Hungry for change—and ready to help make it happen We care deeply about the people we serve, and we care just as much about our team. We support each other, show up with heart, and find joy in the work we do. No egos. No jerks. Just good humans doing great work. Inclusion at Vitable Vitable is an equal opportunity employer. We celebrate diverse backgrounds, perspectives, and experiences—and we’re committed to building a team that reflects the people we serve. If you’re excited about this role but your background doesn’t match every requirement, we still encourage you to apply. We care more about potential and passion than checking every box.