Agent Success Associate

Application Deadline: 8 March 2024

Department: Operations

Employment Type: Full Time

Location: Remote

Compensation: $50,000 - $60,000 / year

Description

Spark is looking for an Agent Success Associate to help train and support our agents to use our platform to build the insurance business of their dreams! If you have a passion for customer service and a knack for creative problem solving this role is great for you. In this role, you’ll provide engaging and thoughtful training and onboarding sessions for agents new and tenured at Spark. You’ll be an expert on all things Spark and the go-to resource in helping our agent partners take advantage of all we have to offer. Lastly, you’ll help Spark scale, we’re working to grow our agent base fast, and we’re looking for someone to grow along with us.
The position requires availability to support customers in PST.

Key Responsibilities

• Act as the first line of agent support via phone and email for inquiries from Spark agents concerning our Platform and services.
• Onboard new agents and agencies to Spark platform by owning tasks including hosting onboarding webinars, creating onboarding deliverables, and guiding agents through onboarding steps.
• Train agents in both group and one-on-one virtual sessions. 
• Become a product expert on the Spark platform, guiding agents through key workflows with a strong understanding of the platform’s functionality. 
• Triage, troubleshoot, and report agent feedback and product bugs to our Product and Engineering teams.
• Fine-tune both internal and external training guides and materials utilizing video and design tools and creating documentation and resources around new platform updates.
• Work cross-functionally with Contracting and Data Ops teams to ensure an exceptional agent onboarding experience.
• Operate internally as a generalist, supporting new initiatives and adopting new responsibilities within the Agent Success team as they arise.
• Cultivate relationships with agents to understand and support their business needs and demonstrate Spark’s commitment to their success.
• Embody Spark’s mission to empower our agent partners to build the insurance business of their dreams.

Skills, Knowledge and Expertise

• 1+ years of experience in customer-facing roles. 
• Medicare experience is not required but a big plus.
• Customer support/service experience required.
• Experience supporting an in house technology product is not required but a plus. 
• Skilled communicator with great interpersonal skills; building and managing relationships with empathy while handling objections comes naturally.
• Ability to work independently, taking ownership over agent relationships while working collaboratively in a team environment to drive best practices.
• Passion for service with the ability to advocate for our mission directly with members.
• Motivated by a fast-paced environment with evolving responsibilities. You’re excited to wear multiple hats.
• Highly organized, passionate about the details.

Benefits

At Spark, one of our biggest priorities is helping you and your family thrive. We're committed to supporting your happiness, healthiness and overall wellbeing by providing a comprehensive benefits program. We offer:

• Equity compensation
• Health care, including dental and vision through our PEO Sequoia
• Flexible work location; co-working available
• Paid Time Off
• Monthly Remote Work Stipend (help cover costs of home-office needs)
• Paid Parental Leave
  • Up to 12 weeks for birthing parents
  • Up to 6 weeks for non-birth parents
• 11 paid holidays
• Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi

In addition, we are proud of our robust remote culture and annual opportunities for all employees to connect in person.