Customer Operations Associate | Denver [Spanish Required]

About Spark Advisors

We're building healthcare tech for a system that desperately needs it.

Each year, millions of Americans deal with confusing changes to their Medicare plans that impact their prescriptions, access to care, and pocketbooks. These aren’t just inconveniences – they are potentially life-altering changes that leave seniors medically and financially vulnerable.

Independent Medicare advisors play a crucial role in guiding seniors through this complexity and helping them find the right coverage for their needs. But their ability to be effective healthcare advocates has long been hamstrung by broken tools and outdated systems.

Spark is fixing that. We’re the fastest-growing Medicare platform in the country, combining AI, an industry-leading CRM, and client services to transform how 10,000+ brokers acquire, enroll, and support clients in their local communities.

Join a talent-dense team from Square, Ramp, Yext, Oscar, and Cedar — backed by Primary Ventures and Viewpoint Ventures — that is serious about building technology to expand access to quality healthcare. We offer remote work, sabbaticals, company retreats, and other generous benefits that earned us recognition as one of Inc. Magazine’s Best Workplaces of 2025

Healthcare is overdue for innovation. Let’s redefine what its future looks like — together.

About the Role:

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.

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.…