Customer Operations Associate

Description

Vi is the health industry’s leading Enterprise-AI platform, serving 188M+ members across top health, wellness, and fitness brands. We use predictive intelligence to connect people with the right resource at the right time, driving better access, engagement, and outcomes.

The Operations Specialist bridges our tech and its users. This hybrid role manages user access, resolves registration issues, and sharpens the quality of our AI-driven outreach. You’ll support partner communications in-platform and via CRM, ensuring outreach is smooth, accurate, and effective. Ideal for someone structured, clear-headed, and energized by checking items of the list!

Responsibilities

User Management

• Create, update, and troubleshoot partner and user access across systems.
• Support registration flows, access permissions, and engagement readiness.

Intervention Support & Execution

• Execute and monitor outreach campaigns (voice, SMS, email) using internal tooling and CRM systems.
• Track and escalate outreach blockers or member risk signals across functions.
• Serve as a steady, calming communicator when de-escalating issues with partners or members.

AI & Messaging Optimization

• Edit, refine, and enhance customer-facing scripts to improve personalization, clarity, and effectiveness.
• Ensure our outreach respects tone, context, and audience-specific nuance.

Requirements

• 2–4 years in customer support, success, operations, or engagement roles
• Strong verbal and written communicator who can balance empathy and clarity
• Experience using CRMs or engagement platforms (e.g., Salesforce, HubSpot, ZenDesk, examples)
• Comfortable editing messaging for tone, accuracy, and engagement
• Ability to work across teams to de-escalate issues and resolve access barriers
• Service-first mindset, with strong executional follow-through