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
The Contracting Success Operations Associate will join a dynamic customer success team tasked with supporting medicare insurance agents and agency principals through efficient contract processing operations, live video walkthroughs, and troubleshooting challenges related to contracting and implementation. 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 remote first position with preference for an individual living in the CST or PST time zones.
Key Responsibilities
- Provide exceptional support to agents through email, 1-on-1 calls, and group video walkthroughs, offering troubleshooting assistance and clear guidance.
- Coordinate contracting workflows seamlessly between Spark, insurance carriers, and Medicare brokers, ensuring accuracy and timeliness.
- Respond promptly and professionally to Medicare broker inquiries across a range of contracting-related topics.
- Deliver top-tier customer experiences during Medicare broker implementation and ongoing high-touch support.
- Efficiently process new and transferring contracts for Medicare agents and agency principals.
- Identify opportunities to streamline workflows and recommend improvements to enhance team efficiency.
What Success Looks Like
- The team operates effectively and exceeds service level agreement (SLA) goals, with your contributions playing a critical role.
- Agents consistently receive clear, patient, and professional support throughout their implementation and troubleshooting journeys.
- Contracts are processed quickly and accurately, reducing delays and minimizing friction for agents.
- Workflows are optimized and streamlined, thanks to your keen eye for identifying process improvements.
Skills Knowledge and Expertise
- 1-3 years of experience in operations, customer support, success, or a similar role.
- A customer-obsessed approach to problem-solving, with a passion for delivering high-quality experiences.
- A proactive mindset, are resourceful and have the ability to identify areas for improvement within 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 with insurance agents, contracts, or Medicare (1-3 years) is a plus but not required.
- Familiarity with ticketing software and communication tools.
- A strong interest or background in supporting small business owners or independent agents.
Compensation
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
$55,000—$65,000 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.
What We Do
Spark partners with local independent agents to deliver clients a concierge experience for addressing all their retirement needs. 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.
Why Work With Us
In just three years, we’ve partnered with over 3,000 brokers and enrolled over 60,000 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, a client retention rate of 93%, and we’ve helped brokers grow on average >100%.
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