Member Support Specialist — Bilingual Spanish/English (Remote, Mexico or Latin America) at Vitable Health

<p>We asked ourselves — <em>What if better care didn't cost more?</em></p><p>That's why we built Vitable: a YC-backed, Series A healthtech 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.</p><p>Vitable empowers businesses to become better employers by making it easy to offer healthcare benefits to their teams. Simply put, we're built for better.</p><p>We're expanding our global member support team and looking for a bilingual Member Support Specialist based in Mexico or Latin America who shares our passion for excellent, empathetic service.</p><p><strong>The Role</strong></p><p>As a Member Support Specialist at Vitable, you are the front line of our member experience — responsible for delivering fast, empathetic, high-quality support that builds trust in our care model. You'll serve as the primary point of contact for members navigating their healthcare, resolving issues across phone, email, chat, and SMS. This role reports to the Senior Operations Manager and partners closely with Provider Operations to ensure a seamless end-to-end member experience.</p><p><strong>What You'll Do</strong></p><ul><li>Own the member experience from first contact to resolution across phone, email, chat, and SMS</li><li>Resolve member questions related to appointments, prescriptions, lab work, ICHRA/HRA benefits, and plan details</li><li>Triage and prioritize member needs in real time — handle high-impact issues with urgency and sound judgment</li><li>Identify when members need services outside Vitable's scope and connect them to the right external resources</li><li>Conduct proactive outreach to educate members and drive activation and engagement</li><li>Identify workflow gaps and partner with leadership to improve processes and tooling</li></ul><p><strong>What We're Looking For</strong></p><ul><li>5+ years of experience in customer support, member services, or healthcare operations</li><li>Bilingual — fluent in Spanish and English (written and spoken) required</li><li>Strong ability to handle high-volume, high-stakes member interactions with consistency and care</li><li>Experience with healthcare benefits, ICHRA, HRA, or insurance enrollment a strong plus</li><li>Familiarity with ticketing and support tools (Zendesk or similar)</li><li>Based in Mexico or Latin America (required)</li></ul><p><em>Vitable Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</em></p>