Customer Support Manager

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. Ethos is redefining how life insurance is bought, sold, and underwritten.

Responsibilities

• Lead and manage day-to-day Customer Support team operations
• Develop and execute effective customer support and policy servicing procedures, policies, and standards
• Partner with the Head of CX to develop relevant goals and objectives
• Monitor relevant customer support metrics and prepare reports
• Act as liaison between Customer Support and Sales, UW, and other cross-functional partners
• Gather, document, and communicate relevant product, marketing, and business updates to the team
• Recruit, hire, mentor, and develop customer support agents
• Create and nurture a work environment and team culture where agents can excel

Requirements

• 5+ years in customer experience or customer support
• 2+ years of experience managing a customer support team and operations
• Extensive knowledge of customer support trends and new technology
• Sharp focus on execution and an owner mentality
• Data oriented decision making skills
• Outstanding written and verbal communication skills
• Excellent leadership and interpersonal skills