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Ethos is a life insurance technology company transforming how life insurance is bought, sold, and underwritten through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible products with a seamless online process requiring no medical exams.
As a Customer Operations Associate, you will deliver exceptional support to both consumers and insurance agents who refer business to Ethos. This role sits at the intersection of customer success and operations, requiring strong attention to detail, problem-solving ability, and excellent communication across multiple channels.
Key responsibilities include:
- Ensuring accuracy in communications to agents regarding policy status and compensation
- Becoming proficient in systems managing consumer policy information and partner agent platforms
- Understanding and communicating complex agent payments and contract details
- Providing excellent service via email, live chat, SMS, and phone to address partner agent inquiries
- Developing deep knowledge of Ethos products and processes to support customers and act as a resource for account managers
- Processing customer and agent requests efficiently within defined service levels
- Building rapport with agents through clear, transparent communication
- Meeting individual and team support goals and objectives
- Identifying and collaborating on process improvements
You should have 1-3 years of experience in customer support, customer success, operations, or a related role. Life insurance experience is a plus but not required. Essential qualities include strong attention to detail (especially with compensation and contracts), excellent time management, intellectual curiosity, adaptability, and strong communication skills across phone, written, and digital channels. A bachelor's degree and familiarity with Salesforce or similar support software are preferred but not required.
