Customer Support Manager

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role:

Ethos India is seeking an experienced lead to support and scale our revenue leadership and process excellence team at Ethos. They will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. This person will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership with US based CX managers. This role will work with US-based team members and use process excellence strategies to drive improvement across all operations/delivery teams. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the customer experience organization.

Duties and Responsibilities:

• Lead and manage day-to-day Customer Support team operations

• Develop and execute effective customer support and policy servicing procedures, policies, and standards

• Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis

• Monitor relevant customer support metrics and prepare reports

• Act as liaison between Customer Support and Sales, UW, and other cross-functional partners

• Gather, document, and communicate relevant product, marketing, and business updates to the customer support team.

• Recruit, hire, mentor, and develop customer support agents

• Create and nurture a work environment and team culture where agents can excel

• Stay informed on the latest industry best practices, strategies, and methods

Qualifications and Skills:

• 5+ years in customer experience or customer support, 2+ years of experience managing a customer support team and operations

• Extensive knowledge of customer support trends and new technology

• Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner

• Data oriented decision making skills and great intuition for customer experience

• Outstanding written and verbal communication skills.

• Excellent leadership and interpersonal skills.

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Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer.. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

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Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.