Duties and Responsibilities
Own daily operations for a team of 40+ partner support reps (indirect reports); allocate workload and resolve escalations to hit SLA and TAT targets for first response and resolution
Track team performance against CSAT, AHT, FCR%, and QC score trends; use your own analysis — not just a dashboard — to find where the team is losing time or quality
Build and maintain support policies, procedures, and QA standards that scale as headcount grows
Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence
Act as the voice of our partners internally — surface what they're telling us, escalate recurring pain points, and make sure that feedback earns a seat at the table across CX, Product, and leadership discussions
Champion AI-assisted tools (e.g. Claude, Copilot) within the team's workflows — directing where AI speeds up ticket resolution, QC, and reporting, while keeping human judgment in the loop for partner-sensitive calls
Partner with CX leadership on goals and objectives; represent Partnership Support's priorities across the CX organisation
Qualifications and Skills
5 to 10 years of team management experience in Customer Support; B2B support experience is a plus
Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud
Confident, empathetic leader who adapts management style to ambiguity and rapid change
Comfortable doing root cause analysis yourself, not just reading what a dashboard tells you — you spot the problem before it's escalated to you
Working comfort with AI tools (Claude or equivalent) as a manager, not a builder — able to direct their use and sanity-check AI-assisted output from the team
Excellent communication and stakeholder management skills, with a partner-first mindset
Bachelor's degree or equivalent preferred
Willingness and availability to work full-time night shift hours (6:00 PM to 3:00 AM IST).
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t 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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.
