Customer Operations Associate | Denver

About the Role:

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.

This is a hybrid position based in Denver, CO. Candidates must be able to attend in-person meetings 5 days per week during onboarding, with a transition to a hybrid schedule after the ramp-up period.

What You'll Do

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.

Required Skills, Knowledge and Expertise

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

Nice to Haves

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

Fluency in written and verbal Spanish.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Spark. In accordance with New York City, Colorado, California, and other applicable laws, Spark is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is listed below. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

Base Salary

$65,000—$75,000 USD