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 is seeking an experienced and analytical leader to lead ,scale and support our Consumer Support team within the growing Customer Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our customers and partner. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership 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:
- Supervise the daily operations of the consumer support team, guiding and allocating workload to achieve the most efficient and effective outcomes
- Manage, motivate, and develop a team of up to 12-16 customer support representatives to deliver the best possible issue resolution to customers
- Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership
- Help manage or handle complex and escalated customer inquiries in a way that creates positive interactions and referenceable customers
- Create and nurture a work environment and team culture where team can excel
- Develop and execute effective customer support and policy servicing procedures, policies, and standards
- Use metrics to monitor team members performance and identify areas of improvement
- Support a culture of learning/improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals
- Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job
- Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
- Stay current on the latest trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help the CX organization provide the best customer experience possible in an efficient way
- Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis
Qualifications and Skills:
- 5+ years in customer experience , with a minimum 2+ years experience managing support services and operations
- Experience leading a team handling a high volume of customer inquiries using a ticketing system (Salesforce, Service Cloud, Desk, ZenDesk, etc.)
- Leading Customer focused, confident and empathetic leader with excellent interpersonal skills
- Ability to work in ambiguous environments with little direction and be scrappy about it - We don't have all the answers, but you'll need to find them
- Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
- Work proactively and take ownership in all you do
- Organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers
- Can independently identify problems, perform root cause analysis, and execute on action plans
- Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
- Bachelor's degree or equivalent preferred
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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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
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.
Top Skills
What We Do
Ethos makes getting life insurance instant and easy. Our approach blends technology and industry expertise, and the human touch to deliver an incredible life insurance experience.
Ethos has raised over $400 million of capital from Sequoia, Accel, Google Ventures, Goldman Sachs, Softbank and more. We are one of the largest U.S. life insurance issuers. We continue to scale quickly and are looking for passionate Ethosaurs to protect the next million families.
Why Work With Us
Ethos is powered by people from all kinds of backgrounds. We embrace a one-team, one-dream mentality, while encouraging Ethosaurs to speak their mind and act boldly, even in the absence of consensus. We believe in decentralized decision making - not decisions made by committee.
Here you can have an impact and true ownership over your successes.
