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 100,000 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% 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 hiring a Senior Manager of Customer Experience responsible for ensuring our agents continue to receive the industry’s best service while we grow and scale our agent footprint. This role will require extensive experience leading high performing email and call-based support teams, a passion for creating delightful customer experiences and the willingness to build the necessary infrastructure from the ground up.
You will report directly to the co-founder overseeing the Ops org and partner with them closely to ensure fast feedback loops while we upgrade our internal systems.
Key Responsibilities
- Establish the north star for the customer support teams and develop a culture unique to these teams that fits within Spark’s overall company culture
- Be accountable for key agent service and satisfaction metrics
- Develop and manage key software systems like Dialpad and Airtable as well as the new systems we will migrate to
- Proactively identify opportunities to drive team efficiency (e.g., making more complex inbounds easier to resolve, identifying opportunities to drive self-service or automation, etc…)
- Operate as the definitive voice of the agent during cross-functional planning and initiatives
- Guide the transition to a two-tiered support model while ensuring the team can meet existing SLAs
- Advocate for cross-functional resources and capacity during bi-annual planning cycle
Skills Knowledge and Expertise
- Strong desire to build and iterate the function quickly (vs. taking on a mature operation that just needs to scale)
- Extensive experience managing and building high performing customer experience or support teams
- Passion for constantly improving the user experience and finding new ways to go above and beyond
- Strong project management skills and prior experience navigating through significant process changes
- Comfort developing dashboards and reporting to understand the team’s performance and impact
- Ability to influence and lead others through empathy
- Excellent written and verbal communication skill
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
$135,000—$155,000 USD
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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Spark Advisors Offices
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Employees work remotely.
