Partnership Support Manager

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
Ethos is seeking an experienced and analytical leader to lead scale and support our Consumer Support team within the growing Customer Experience organization at Ethos. This person will manage the day-to-day operations of the support team drive process improvements and ensure were delivering an exceptional experience for our customers and partner. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching 1:1s and a partnership You will also be responsible for hiring planning and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic self-motivated and ready to step up to the challenge of helping scale the customer experience organization

Duties and Responsibilities:

• Supervise the daily operations of the consumer support team guiding and allocating workload to achieve the most efficient and effective outcomes
• Manage motivate and develop a team of up to 12-16 customer support representatives to deliver the best possible issue resolution to customers
• Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership
• Help manage or handle complex and escalated customer inquiries in a way that creates positive interactions and referenceable customers
• Create and nurture a work environment and team culture where team can excel
• Develop and execute effective customer support and policy servicing procedures policies and standards
• Use metrics to monitor team members performance and identify areas of improvement
• Support a culture of learning/improvement through coaching 1:1s and continual performance feedback to help team members achieve personal and professional goals
• Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job
• Use metrics your own analysis and other feedback mechanisms to identify solution and drive improvements in current CX processes to scale as the company grows
• Stay current on the latest trends tools and techniques to ensure were implementing solutions and creating processes that will help the CX organization provide the best customer experience possible in an efficient way
• Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis

Qualifications and Skills:

• 5 years in customer experience with a minimum 2 years experience managing support services and operations
• Experience leading a team handling a high volume of customer inquiries using a ticketing system (Salesforce Service Cloud Desk ZenDesk etc.)
• Leading Customer focused confident and empathetic leader with excellent interpersonal skills
• Ability to work in ambiguous environments with little direction and be scrappy about it - We dont have all the answers but youll need to find them
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Work proactively and take ownership in all you do
• Organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers
• Can independently identify problems perform root cause analysis and execute on action plans
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Bachelors degree or equivalent 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.

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