Customer Experience Associate

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 multiweek process into a modern digital experience for our users that can take just minutes! Weve issued billions in coverage each month and eliminated the traditional barriers ushering the industry into the modern age. Our fullstack 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 JayZ Kevin Durant Robert Downey Jr and others. This year we were named on CB Insights Global Insurtech 50 list and BuiltIns 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 looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

Duties and Responsibilities:

• Provide excellent customer service via email live chat SMS and phone and providing answers to incoming inquiries relating to all Ethos products
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers and act as a resource for internal stakeholders
• Identify customer needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of customers through clear and transparent communication
• Develop and maintain productive relationships with sales underwriting and development teams in order to triage and resolve customer issues
• Meet individual and customer support team goals and objectives
• Identify opportunities for process improvements for assigned functions collaborating with management to implement agreed upon solutions

Qualifications and Skills:

• 12 years experience in customer support customer success operations or related role
• Experience in life insurance or related industry a plus but not required
• Bachelors degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems
• Excellent time management and prioritization necessary to balance all responsibilities
• Can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail
• Excellent phone presence and written communications skills
• Ability to work independently as well as collaborate with various departments

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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 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 ourCalifornia CandidatePrivacy Notice.