Agent Services Representative [Contractor]

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 But their ability to be effective healthcare advocates has long been hamstrung by broken tools and outdated systems.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. Summary 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. Please note: This is a contract position running from late September through December 2026 This is a full-time, hourly paid position with a pay range of $30.00 – $35.00 per hour Training will take place in person in Chicago. Once training is complete, the role is fully remote Key Responsibilities 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. Skills, Knowledge and Expertise Competencies 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 Qualifications 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 Compensation Hourly Range $30 — $35 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 14 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 Compliance Spark is a proud participant in E-Verify. As part of our commitment to compliance, we use the E-Verify program to confirm the employment eligibility of all employees working in the United States. For more information about E-Verify, please visit www.e-verify.gov . Furthermore, for security and compliance requirements, we’re unable to accommodate international remote work. While we fully support travel and time off, all work must be conducted from an approved location within the U.S. 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. AI Notice: We may use AI-enabled tools to assist with certain aspects of our hiring process. These tools do not replace human decision-making, and all employment decisions are made by qualified team members in compliance with applicable laws.