About Zorro:
Zorro is a rapidly expanding, cutting-edge technology startup revolutionizing how companies deliver employee benefits. Founded by repeat entrepreneurs and supported by a brilliant and growing team, our mission is to build the end-to-end financial platform for healthcare — a system that personalizes benefits for every individual, streamlines costs for employers, and ensures the entire experience works in people’s favor.
We specialize in the Individual Coverage Health Reimbursement Arrangement (”ICHRA”), a transformative new benefit that replaces old one-size-fits-all group health plans. With ICHRA, employers provide tax-free funds, and employees get to choose the health insurance that's right for them.
Zorro's platform makes this new freedom simple. We guide employees through the entire process, helping them fully understand their needs, get the best coverage for them and their families, and smartly take care of their health-related finances. This flips the old benefits model on its head, putting control and personalization at the center of healthcare. With the most advanced platform in the industry, Zorro supports the end-to-end ICHRA journey, enabling the true customization of benefits at scale.
About the role:
Zorro is looking for Customer Operations Specialist to support our members, partners, and internal teams across a wide range of support channels and issue types. This role is ideal for someone who thrives in fast-moving, ambiguous environments and enjoys solving complex problems while helping real people.
This role offers hands-on exposure to insurance technology, fintech, and customer operations at scale. It’s an excellent opportunity to build or solidify a CX career, gain real-world industry knowledge, and grow alongside a fast-moving startup.
Key responsibilities:
- Handle a high volume of inbound and outbound phone calls during peak seasons.
- Support members via live chat, email, and ticket-based workflows.
- Troubleshoot and resolve issues across insurance plans, enrollment, payments, and platform functionality.
- Assist members with insurance-related questions; licensed agents are preferred, but not required at hire.
- Support fintech-related payment issues including billing, card errors, and transaction troubleshooting.
- Identify and resolve platform issues, user errors, and technical problems across phones, laptops, and systems.
- Adapt quickly as priorities shift throughout the day and season.
Who you are:
- Customer-first mindset – You care deeply about helping people and making complex topics easier to understand.
- Problem solver – You enjoy digging into issues, identifying root causes, and finding solutions.
- Adaptable and resilient – You can pivot quickly and stay calm when things are busy, unclear, or changing.
- Tech comfortable – You’re confident navigating modern tools, platforms, and systems.
- Clear communicator – You explain things simply, professionally, and with empathy.
- Reliable and accountable – You follow through and take ownership of your work.
Qualifications:
- Active Life & Health insurance license is a strong plus.
- Prior experience in insurance, fintech, customer support, or startups is helpful but not required.
Important expectations:
- This is not a traditional 9–5 role every week. During peak seasons, work continues until the work is done.
- If you need strict predictability every day, this role may not be the right fit.
- Processes are evolving — things won’t always be perfectly clean or organized.
- You’ll need to be comfortable operating in a startup environment with change and growth.
Why join Zorro?
- Disruptive mission: Be part of a team reinventing a trillion-dollar industry.
- High impact: Your work will power critical decisions for thousands of employees and their employers.
- Elite team: Work with repeat entrepreneurs and a group of no-ego, high-horsepower builders driven to create a new benefits paradigm.
- Grow with us: Great opportunity to grow with the team and company as we scale.