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Customer Support Manager

Ethos Life

Ethos Life

Customer Service
Bengaluru, Karnataka, India
Posted on Wednesday, October 18, 2023

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role:

Ethos is seeking an experienced lead to support and scale our revenue leadership and process excellence team. As the successful candidate, you will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. You will help create, drive and support an inclusive and cohesive culture across the CX organization through coaching, one on one meetings, and partnership with our US based CX managers. 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 Policy Administration team operations e.g. lead team meetings; manage escalations, delegating and resourcing (e.g.,scheduling, team rotations etc.)
  • Create, execute and oversee ongoing effective customer support and policy servicing procedures, policies, and standards, by developing robust policies and building our trainings
  • Partner with CX leadership to develop relevant goals and objectives then work with the team to meet them on a consistent basis
  • Monitor relevant metrics (including headcount and hiring analysis) and prepare reports using Salesforce/Mode Dashboards
  • Act as liaison between Policy Administration and Sales, UW, and other cross-functional partners
  • Gather, document, and communicate relevant product, marketing, and business updates to the Policy Administration Team
  • Recruit, hire, mentor, and develop agents
  • Create and nurture a thriving 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 operations, customer support, customer success, or related role
  • Proficiency working with Salesforce or equivalent support/help desk software
  • Strong ownership attitude, alongside intellectual curiosity and drive to solve problems
  • Excellent time management and prioritization necessary to balance all responsibilities
  • Adaptable to start up pacing and ability to adapt and change tasks quickly whilst maintaining attention to detail
  • Excellent leadership and interpersonal skills, with the ability to work independently as well as collaborate effectively with various departments
  • Data oriented decision making skills and great intuition for customer experience
  • Experience in life insurance or related industry preferred
  • Bachelor’s degree 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 who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.