Who we're looking for
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.
What you'll do
- 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.
Licensing & experience
- 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 this role is different
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.