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Ethos is a life insurance technology company transforming how insurance is bought, sold, and underwritten through a three-sided platform serving consumers, agents, and carriers. The company offers instant, accessible life insurance products with no medical exams, just health questions, eliminating traditional barriers.
You will lead and scale the Partnership Support team within the Partner Experience organization, managing day-to-day operations for 40+ partner support representatives. Your core responsibilities include allocating workload, resolving escalations, and hitting SLA and TAT targets for first response and resolution times.
You'll own performance tracking against CSAT, AHT, FCR%, and QC scores—diving deep into analysis beyond dashboards to identify where the team loses time or quality. You'll build and maintain scalable support policies, procedures, and QA standards as the team grows.
As a people leader, you'll hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, fostering a culture of ownership, accountability, and service excellence. You'll act as the internal voice of partners, surfacing feedback and recurring pain points to CX, Product, and leadership discussions.
You'll champion AI-assisted tools (Claude, Copilot) within team workflows, directing where AI accelerates ticket resolution, QC, and reporting while keeping human judgment central for partner-sensitive decisions. You'll partner with CX leadership on goals and represent Partnership Support's priorities across the organization.
Required: 5–10 years of team management in customer support (B2B experience a plus), experience leading high-volume ticketing teams on Salesforce, ZenDesk, or Service Cloud. You're a confident, empathetic leader who adapts to ambiguity and rapid change. You perform root cause analysis independently, spot problems before escalation, and work comfortably with AI tools as a manager. Strong communication and stakeholder management skills with a partner-first mindset. Bachelor's degree preferred.
