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 a Spanish Customer Operations Specialist who can deliver high-empathy, high-accuracy support to our employees/members while also being a strong internal partner to brokers, employers, and cross-functional teams. You’ll support customers in both English and Spanish across phone, email, and chat—owning issues end-to-end, navigating ambiguity, and translating complex insurance and platform concepts into clear next steps. This role is ideal for someone who stays calm under pressure, loves digging into root causes, and takes pride in making healthcare and benefits feel simpler for real people.
Key responsibilities:
- Support both English- and Spanish-speaking employees throughout their enrollment journey — answering questions, explaining plan options, and helping them feel confident in their benefit decisions.
- Provide personalized guidance through scheduled 1:1 calls and virtual consultations, helping employees navigate the ICHRA model and shop for the right individual health plan based on their needs.
- Outside of scheduled enrollment consultations, this role also supports Spanish member needs across calls, emails, and chats as volume requires.
Who you are:
- Licensed agent – You hold an active Life & Health insurance license and are authorized to assist consumers with individual health plan enrollments.
- Insurance wiz – You know the individual/family plan (IFP) market for under-65 like the back of your hand. ACA plans? Off-exchange? Metal tiers? No problem.
- People person – You’re great with people. You listen with empathy, speak with clarity, and genuinely enjoy helping others understand their options.
- Reliable & responsive – You thrive in a fast-paced, seasonal environment, and can be counted on to show up and follow through.
- Tech comfortable – You’re comfortable using modern tools to manage calls, schedules, and documentation. Bonus points if you've worked with platforms like HealthSherpa or similar.
Qualifications:
- 1+ years of experience supporting customers or members in a fast-paced environment (health insurance, benefits, or related CX/operations roles preferred).
- Active Life & Health insurance license (required).
- Bilingual (Spanish/English) with the ability to confidently support members across phone, email, and chat in both languages.
- Working knowledge of the under-65 individual/family (ACA/IFP) market and comfort explaining plan options, enrollment steps, and insurance terms in a customer-friendly way.
- Comfort working with carriers and carrier portals (e.g., submitting applications, checking status, resolving follow-ups, and troubleshooting carrier-related issues).
- Tech-forward and able to ramp quickly on new systems—experience with support tools and enrollment platforms is a plus (we’ll train on Zorro’s platform).
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.