Customer Operations Associate

Responsibilities

• Serve as the primary point of contact for inbound customer and agent inquiries via phone, email, live chat, and SMS
• Maintain accurate policy records and document all client interactions in Salesforce
• Provide clear and accurate information to agents regarding policy status, compensation, and contract details
• Navigate internal systems to verify customer and agent information and update records
• Partner with cross-functional teams to escalate complex cases or resolve policy discrepancies
• Identify and propose process improvements to management and stakeholders

Requirements

• 1–3 years of experience in customer support, customer success, or operations
• Prior experience supporting U.S.-based customers
• Strong verbal and written communication skills with excellent phone presence
• Proficiency with Salesforce, CRM tools, or equivalent help desk software
• High attention to detail regarding policy records and contract details
• Bachelor's degree preferred

About the Company

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 through a robust three-sided technology platform.