Customer Operations Associate | Denver [Spanish Required]

About the role

The Customer Operations Associate [Spanish Fluency] 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.

Responsibilities

• 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.
• Cook up 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• 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.

Benefits

• We strive to help you and your family thrive. We're committed to supporting your happiness, healthiness, and overall well-being by providing a comprehensive benefits program.
• In addition to your base salary, we also offer:
• Equity compensation
• Health care, including dental and vision through our PEO Sequoia
• Flexible work location; co-working available
• 401k
• Paid Time Off
• Monthly Remote Work Stipend (help cover costs of home-office needs)
• Paid Parental Leave
• Up to 14 weeks for birthing parents
• Up to 8 weeks for non-birth parents
• 2 week sabbatical at 5 years of employment
• 26 paid holidays
• Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
• Compliance Spark is a proud participant in E-Verify. As part of our commitment to compliance, we use the E-Verify program to confirm the employment eligibility of all employees working in the United States. For more information about E-Verify, please visit www.e-verify.gov.
• Furthermore, for security and compliance requirements, we’re unable to accommodate international remote work. While we fully support travel and time off, all work must be conducted from an approved location within the U.S.
• 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.