Customer Operations Associate, Spark
+ Equity
More information about location
5 days a week in office
Helping Medicare brokers build the insurance business of their dreams
Be an early applicant
Helping Medicare brokers build the insurance business of their dreams
101-200 employees
Be an early applicant
+ Equity
More information about location
5 days a week in office
101-200 employees
Company mission
To help independent Medicare brokers build the insurance business of their dreams.
Role
Who you are
- 1-3 years of experience in customer or user-facing support, operations, onboarding, or a similar role
- An empathetic and partner-obsessed approach to problem-solving, with a passion for delivering high-quality experiences
- A relentless desire to overcome blockers, identifying root causes to achieve success despite obstacles and diversions
- A proactive mindset, resourcefulness, with the ability to identify opportunities to improve workflows
- Proven ability to:
- Meet and exceed Service Level Agreements (SLAs) in a fast-paced environment
- Maintain extreme attention to detail while managing multiple tasks
- Excellent verbal and written communication skills
- Quickly adapt to new technologies, workflows, and processes
- Deliver exceptional customer service with patience and professionalism
Desirable
- Experience working within Medicare, the insurance industry or insurance carrier contracting is a plus but not required
- Familiarity with support ticketing software and communication tools, e.g. Intercom, Zendesk, Dialpad, Slack, Zoom
- A strong interest or background in supporting small business owners or independent agents
What the job involves
- The Customer Operations Associate will join a dynamic customer success team tasked with enabling medicare insurance agents and business leaders as they prepare to enroll beneficiaries on the best plan available to them
- This will include carrier onboarding operations, navigating carrier specific processes and troubleshooting challenges via email and video call screensharing
- The ideal candidate is an extremely detail-oriented, adaptable multi-tasker with strong communication skills and a desire to deliver outstanding, high-touch, customer experiences
- You will report directly to the Manager of Contracting Operations and collaborate closely with them to ensure fast feedback loops and continuously improve processes
- Provide exceptional support and a top-tier customer experience to insurance agents via email, 1-on-1 calls, and group video walkthroughs, offering troubleshooting assistance and clear guidance to resolve issues
- Manage a queue of carrier contracting requests in progress, enabling engagement with the Spark platform for both new and existing agents onboarding onto the platform
- Coordinate complex workflows seamlessly between agents and insurance carriers, ensuring accuracy and timeliness
- Align with Spark company values and brand guidance to respond promptly and professionally to customer inquiries across a range of operational topics
- Proactively follow-up with agents and insurance carriers to ensure complete and timely resolution to requests
- Act as a first point of escalation from tier-1 support teams when inquiries are related to operational issues
- Identify opportunities to streamline workflows and recommend improvements to enhance team efficiency
- What Success Looks Like:
- Insurance agents using the Spark platform consistently receive clear, patient, and professional support throughout their implementation and troubleshooting journeys
- Requests are processed quickly and accurately, reducing delays and minimizing friction for agents
- The team operates effectively to exceed service level agreement (SLA) goals, with your contributions playing a critical role
- Support Spark’s growth by positively impacting customer satisfaction and retention
- Workflows are optimized and streamlined, thanks to your keen eye for identifying process improvements
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.
Salary benchmarks
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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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