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Customer Support Associate

Remote

About Spark Advisors

We’re Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.

In just four years, we’ve partnered with over 5,000 brokers and enrolled over 140,000 beneficiaries, making us the fastest-growing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we’ve maintained an NPS of 91 and a client retention rate of 93%, and we’ve helped brokers grow on average >100% since partnering with us.

It’s an exciting time to be at Spark. Our diverse, remote-first team comes from leading technology, healthcare, and insurance companies, and has grown from 40 to 70 in the last year. Most recently, we’ve raised a Series B from leading investors who share our ambition.

Join us: we’re always on the lookout for sharp, talented, empathetic teammates.

Summary

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.

Please note this is a full time hourly paid position with a pay range of $25.00 - $27.00 per hour

Key Responsibilities

  • 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.

Skills Knowledge and Expertise

  • Competencies:
    • 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
  • Qualifications:
    • 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

Compensation

Hourly Range

$25 - $27 USD

Why you should join our team

By joining Spark, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the brokers and beneficiaries we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

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 12 weeks for birthing parents
  • Up to 8 weeks for non-birth parents
  • 11 paid holidays
  • 2 week sabbatical at 5 years of employment 
  • Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi

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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