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