Customer Operations Associate

About Ethos

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

As a Customer Operations Associate at Ethos you will serve as a key point of contact for bothcustomers and partner insurance agents handling inbound support policy servicing andagent inquiries with accuracy care and efficiency. This role blends customer-facingcommunication with back-office operations requiring a relentless focus on the customer strongattention to detail and the ability to thrive in a dynamic environment.
You will support customers on coverage questions billing updates and general policyadministration while also ensuring agents receive accurate information on policy status andcompensation. To succeed you must enjoy working cross-functionally possess strongproblem-solving instincts and be highly organized.

Duties and Responsibilities:

• Serve as the primary point of contact for inbound customer and agent inquiries viaphone email live chat and SMS
• Maintain accurate policy records and document all client interactions in Salesforce ensuring data integrity and regulatory compliance
• Provide clear and accurate information to agents regarding policy status compensation and contract details
• Navigate internal systems to verify customer and agent information review coverage details and update records
• Develop and maintain a strong understanding of Ethos products processes and partner agent systems
• Build rapport with agents and customers through transparent empathetic communication
• Partner with cross-functional teams to escalate complex cases or resolve policy discrepancies
• Identify customer and agent needs and process requests efficiently within defined service levels
• Use strong phone etiquette and time-management skills to balance call volume follow-up tasks and documentation
• Achieve individual and team goals for production quality and customer satisfaction
• Identify and propose process improvements collaborating with management and stakeholders to implement solutions
• Uphold transparency and ethical standards in all communications aligned with Ethos policies and values

Qualifications and Skills:

• 13 years of experience in customer support customer success operations or a related role
• Experience in life insurance financial services or a related industry is a plus
• Prior experience supporting U.S.-based customers
• Strong verbal and written communication skills with a customer-first mindset andexcellent phone presence
• Very detail-oriented especially when working with agent compensation policy records and contract details
• Proficiency working with Salesforce CRM tools or equivalent support/help desk software preferred
• Familiarity with policy administration systems and partner agent platforms a plus
• Strong intellectual curiosity and problem-solving drive able to identify and implement process improvements
• Excellent time management organization and prioritization skills to balance multiple responsibilities
• Adaptability and grit able to change tasks quickly while maintaining attention to detail
• Ability to work independently as well as collaborate effectively across departments
• Bachelors degree preferred

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Dont meet every single requirement If youre excited about this role but your past experience doesnt 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 ourCalifornia CandidatePrivacy Notice.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ or @.

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.