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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 role supports this mission by delivering exceptional customer experience to insurance agents and customers.
As a Customer Operations Associate, you will be the operational backbone supporting agent partnerships and customer inquiries. Key responsibilities include ensuring accuracy of policy status and agent compensation information, becoming proficient in consumer policy and partner agent systems, and communicating complex agent payments and contract details clearly. You'll provide multi-channel support via email, live chat, SMS, and phone to address agent and customer inquiries, develop deep product and process knowledge to support customers and partnership account managers, and identify customer needs to process requests efficiently within service level agreements.
You'll build strong relationships with agents through transparent communication, meet team goals and objectives, and identify process improvement opportunities to collaborate with management on implementation.
Required qualifications include 1–3 years of customer support, customer success, operations, or related experience. Life insurance industry experience is a plus but not required. You should be highly detail-oriented (especially with compensation and contracts), possess a bachelor's degree (preferred), and have strong intellectual curiosity and problem-solving drive. Experience with Salesforce or equivalent support software is preferred. You'll need excellent time management, organizational skills, adaptability to change while maintaining attention to detail, and strong communication skills across phone, written, and digital channels.
