Customer Operations Associate | Denver [Spanish Required]

Spark Advisors•Denver, CO

7h•Hybrid

About The Position

The Customer Operations Associate [Spanish Fluency] 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. Candidates must be fluent in written and verbal Spanish.

Requirements

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

Responsibilities

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.