Product Support Lead

About Spark Advisors

We’re Spark, a missiondriven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.

In just five years, we’ve partnered with over 6,000 brokers and enrolled over 140,000 beneficiaries, making us the fastestgrowing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we’ve maintained an NPS of 91 and a client retention rate of 93%, and we’ve helped brokers grow on average >100% since partnering with us.

It’s an exciting time to be at Spark. Our diverse, remotefirst team comes from leading technology, healthcare, and insurance companies, and has grown from 70 to 90 in the last year. Most recently, we’ve raised a Series B from leading investors who share our ambition.

Join us: we’re always on the lookout for sharp, talented, empathetic teammates.

Summary

Spark is seeking a Sr. Product Support Lead to act as the technical escalation point for our Customer Experience team. You will work directly with Product, Engineering, and Customer Success teams to resolve highcomplexity issues, identify patterns, and improve workflows. If you’re a systems thinker who loves solving puzzles, this is your seat.

Key Responsibilities

• Own complex or escalated support tickets across systems, tools, and vendors—providing timely, thorough resolutions
• Act as the primary liaison between CX and ProductEngineering teams for all technical support escalations
• Identify and document patterns in bugs, product gaps, or process issues, escalating as needed with supporting evidence
• Analyze support trends and work crossfunctionally to propose improvements to internal tooling and workflows
• Maintain and improve the internal support documentation in collaboration with the Knowledge team
• Support the enablement of the broader CX team through targeted trainings, peer coaching, and documentation
• Participate in product testing, QA pilots, and postlaunch validation to ensure a smooth member experience
• Share learnings, insights, and process improvements back to the CX team, with a focus on technical clarity and enablement
• Partner with CX Manager and Product Support Associates on technical upskilling and workflow consistency
• Contribute to the Voice of Customer feedback loop by translating agentmember pain points into clear product insights

• Qualifications

  • 6+ years of experience in technical support, CX operations, or a productadjacent support role
  • Demonstrated ability to troubleshoot and resolve complex issues across multiple tools and platforms
  • Strong analytical skills with experience reviewing support trends, logs, and escalations to inform decisions
  • Excellent written and verbal communication skills, particularly in documenting issues and workflows clearly
  • Experience working with crossfunctional partners including Product, Engineering, and QA teams
  • Confident navigating and troubleshooting in tools such as Intercom, Salesforce, Notion, or similar CRMs
  • Proven track record of mentoring others or sharing knowledge in a structured, helpful way

  • Preferred Skills

    • Experience in health tech, insurance, or another compliancedriven or heavily regulated environment
    • Familiarity with testing environments, product release cycles, or light QA
    • Prior exposure to bug tracking or product feedback tools (e.g., Jira, Linear)
    • Working knowledge of system architecture or APIbased platforms
    • Bilingual or multilingual support experience is a plus
    • Strong interest in growing into a team lead, enablement, or product support strategist role
    • Familiarity with Intercom, Notion, and Dialpad

    • Compensation

      Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Spark. In accordance with New York City, Colorado, California, and other applicable laws, Spark is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is listed below. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

      Base Salary

      $100,000—$130,000 USD

      Why you should join our team

      By joining Spark, you will get in on the ground floor of a fastmoving, wellfunded, and missiondriven startup where you will have a profound impact on the brokers and beneficiaries we serve. And youll learn, grow, be challenged, and have fun with your team while doing it.

      We strive to help you and your family thrive. Were committed to supporting your happiness, healthiness, and overall wellbeing 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; coworking available
      • 401k
      • Paid Time Off
      • Monthly Remote Work Stipend (help cover costs of homeoffice needs)
      • Paid Parental Leave
      • Up to 12 weeks for birthing parents
      • Up to 8 weeks for nonbirth 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 EVerify. As part of our commitment to compliance, we use the EVerify program to confirm the employment eligibility of all employees working in the United States. For more information about EVerify, please visit www.everify.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.