SparkSP

Customer Support Associate (Spanish Fluency Required)

Spark Advisors is dedicated to helping independent Medicare agents scale their businesses through tailored technology and superior service.

Spark

Employee count: 51-200

Salary: 54k-56k USD

AR, MX + 1 more

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 five years, we’ve partnered with over 6,000 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 70 to 90 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 is required
    • 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

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 visitwww.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.

About the job

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Posted on

Job type

Full Time

Experience level

Entry-level

Salary

Salary: 54k-56k USD

Location requirements

Hiring timezones

Spain +/- 0 hours, and 2 other timezones

About Spark

Learn more about Spark and their company culture.

View company profile

At Spark Advisors, our mission is to empower the best independent Medicare agents to grow the insurance business of their dreams. Millions of beneficiaries rely on trusted agents to help them select and manage their benefits effectively. We provide agents with cutting-edge tools and robust support to allow them to achieve more than they ever thought possible. As a service-first organization, we specialize in technology tailored specifically for Medicare brokers, offering unmatched service and a deep commitment to partnership.

We pride ourselves in supporting a vibrant ecosystem where agencies can remain independent without compromising on the quality of service. Our model does not involve acquiring agencies or taking over their brands; instead, we strive to create a collaborative environment where thousands of top agencies can flourish. Currently, we have over 6,000 broker partners and an impressive broker Net Promoter Score (NPS) of 91. For agencies, we provide a comprehensive platform that enhances each layer of their business, from quoting and enrolling clients to impeccable customer service. Our partnerships allow agency principals to accelerate recruitment efforts while we manage back-office operations, enabling them to focus on enhancing the agent experience.

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Spark hiring Customer Support Associate (Spanish Fluency Required) • Remote (Work from Home) | Himalayas