Customer Support Associate, Spark
$52-56.2k
Hourly paid position with a pay range of $25.00 - $27.00 per hour; + Equity compensation
Helping Medicare brokers build the insurance business of their dreams
Open for applications
Helping Medicare brokers build the insurance business of their dreams
101-200 employees
Open for applications
$52-56.2k
Hourly paid position with a pay range of $25.00 - $27.00 per hour; + Equity compensation
101-200 employees
Company mission
To help independent Medicare brokers build the insurance business of their dreams.
Role
Who you are
- Strong communication skills, both verbal and written
- Excellent problem-solving abilities
- Ability to work independently and as part of a team
- Proficiency in using ticketing software and other communication tools
- Strong organizational skills with attention to detail
- Previous experience in customer service or support roles, preferably in the health insurance industry
- Fluency in Spanish not required, but nice to have
- High school diploma or equivalent; additional qualifications in healthcare or insurance are a plus
What the job involves
- Spark is looking for a Customer Support Associate In this role, you will assist health insurance agents with their inquiries and provide initial support to clients
- Your role involves addressing basic issues, escalating complex cases, and ensuring a seamless experience for all stakeholders
- You will work closely with internal teams to resolve our clients' problems
- You will report to the Customer Experience Manager and partner with them to create an exceptional experience to our growing customer base
- Support Agents and Clients: Provide first-level support to health insurance agents and clients through various communication channels, including phone, email, and chat
- Triage Requests: Efficiently categorize and prioritize incoming requests to ensure timely resolution or escalation to appropriate departments
- Issue Resolution: Address common inquiries related to contact and onboarding status, as well as, ad hoc requests from both internal and external customers
- Documentation: Accurately document interactions and resolutions in the ticketing system
- Feedback Loop: Gather feedback from agents and clients to identify areas for improvement in processes and services
- Collaboration: Work closely with other departments to resolve complex issues and improve service delivery
Our take
Medicare is the national health insurance package for US citizens over the age of 65, with most people that seek to enrol in a plan making use of brokers to help them evaluate and select options. Spark is a technology company and “concierge” service that partners with independent Medicare brokers and provides a platform that helps them navigate and build retirement benefit packages for customers.
Handling the marketing, sales support, back office, and compliance requirements of Medicare brokering, Spark bridges the gap between insurance agents and their customers. The company already has partnerships with more than 100 leading Medicare agencies that represent over 3400 brokers, a good starting point from which to grow.
Agetech is a growing market, due to an aging population and longer lifespans, and Spark has benefitted from an increased demand and interest in Medicare brokering. Highlighting this is its 2024 raise of a $25 million Series B funding round that will support its future growth and product development.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jan 2024
$25m
SERIES B
Jan 2023
$15m
SERIES A
Total funding: $53.6m
Company benefits
- Paid holidays - Everyone needs a healthy, happy, and productive life. This means you'll need time to rest & recover without restrictive holiday limits
- Flexible, remote working - We want you to work when and where you're most productive, whether you’re an early bird or a night owl
- Medical, dental and vision benefits - Enjoy the best medical, dental and optical coverage money can buy. We've got you and your family covered for all eventualities
- Meaningful equity - You’ll be contributing to the team's success, so you deserve to share in it. Everyone in our team gets a meaningful equity allocation
- Top of the line equipment - We’ll set you up with the right tools to do your best work—starting with a MacBook Pro, 4K monitors, & the right software to get the job done
- Parental Leave - Up to 12 weeks for birthing parents and up to 8 weeks for non birth parents
- 2 week Sabbatical after 5 years of employment
- Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
- Monthly Remote Work Stipend (help cover costs of home-office needs)
- 401K
- A team that cares - You’ll be joining a team of smart, capable, helpful people that want you to win, our clients to be wowed, and our business to grow
Company values
- Take nothing for granted: We serve partners and clients with unique needs and backgrounds. Our team's empathy reflects that diversity
- Strive for excellence: We are ambitious, self-reflective and committed to growth
- Explicit accountability, broad responsibility: We clearly identify ownership, anticipate the needs of our teammates, and reward proactive initiative
- Succeed as a team: We celebrate wins, small and large, and recognize that success is a team effort
Company HQ
Civic Center, New York, NY
Articles
Leadership
James Jiang
(Co-Founder & CEO)Previously Co-Founder at Roster, Analyst at Night Owl Capital and part of the Restraucturing and Reorganisation Team at The Blackstone Group.
Diversity, Equity & Inclusion at Spark
- At Spark, we are committed to hiring the best team to serve our clients regardless of their background. We need diverse perspectives to reflect the diversity of our problems and the population we serve. We look to hire people from a variety of backgrounds, including, but not limited to, race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.
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