Agent Services Representative

Who you are

• 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
• Previous experience in customer service or support roles, preferably in the health insurance industry
• Availability for the full contract term and ability to attend in-person training in Chicago
• Fluency in Spanish not required, but nice to have
• High school diploma or equivalent; additional qualifications in healthcare or insurance are a plus

What the job involves

• 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 But their ability to be effective healthcare advocates has long been hamstrung by broken tools and outdated systems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
• 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 for our growing customer base
• This is a contract position running from late September through December 2026
• 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 contract 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

Benefits

• Paid holidays - Everyone needs a healthy, happy, and productive life. This means you'll need time to rest & recover without restrictive holiday limits
• Flexible, remote working - We want you to work when and where you're most productive, whether you’re an early bird or a night owl
• Medical, dental and vision benefits - Enjoy the best medical, dental and optical coverage money can buy. We've got you and your family covered for all eventualities
• Meaningful equity - You’ll be contributing to the team's success, so you deserve to share in it. Everyone in our team gets a meaningful equity allocation
• Top of the line equipment - We’ll set you up with the right tools to do your best work—starting with a MacBook Pro, 4K monitors, & the right software to get the job done
• Parental Leave - Up to 12 weeks for birthing parents and up to 8 weeks for non birth parents
• 2 week Sabbatical after 5 years of employment
• Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
• Monthly Remote Work Stipend (help cover costs of home-office needs)
• 401K
• A team that cares - You’ll be joining a team of smart, capable, helpful people that want you to win, our clients to be wowed, and our business to grow