Support Representative

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 multi-week 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 full-stack 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 Jay-Z 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:

As a Bilingual Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing Spanish/English speaking customer/ insurance agents who refer business to Ethos. To succeed in this role you should have a relentless focus on the customer strong attention to detail and problem solving skills and exceptional communication skills.

Ethos is looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

This is a remote working role. Working exclusively US hours - 8 AM - 6 PM Central Time (CDT)

Candidate must be fluent in Spanish & English language both verbal and written

• Mandatory - Required minimum or equivalent to B2 certificate in Spanish language.
• Mandatory - Required minimum or equivalent to C1 certificate in English language.

Duties and Responsibilities:

• Ensure accuracy in information being communicated to agents especially when it comes to policy status and the agents compensation
• Become efficient in systems dealing with both consumer policy information as well as partner agent systems
• Able to understand and communicate complex agent payments and contract details.
• Provide excellent service via email live chat SMS and phone and providing answers to incoming inquiries both in Spanish & English relating the partner insurance agent and their business
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers/agents and act as a resource for partnership account managers
• Identify customer/agent needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of agents through clear and transparent communication
• 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

Skills & Experience:

• 1- 3 years Bilingual experience in customer support customer success operations or related role
• Experience in life insurance or related industry a plus but not required
• Very detail oriented especially while working with agent compensation and contract details
• Bachelors degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software preferred but not required
• Strong intellectual curiosity and drive to solve problems
• Excellent time management highly organised and prioritization necessary to balance all responsibilities
• Possess grit and can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail
• Excellent phone presence handling Spanish & English calls screen navigation and written communications skills.

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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.