Inspire and motivate the team by leading regular meetings, managing escalations, and delegating tasks effectively
Oversee resource management, including scheduling and team rotations, to ensure optimal staffing levels
Develop and implement customer support and policy servicing procedures, policies, and standards to deliver outstanding service
Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them
Monitor key metrics and prepare comprehensive reports, including data analysis and weekly updates
Serve as a liaison between Policy Administration and other cross-functional teams such as Sales and Underwriting, ensuring clear communication and collaboration
Recruit, hire, mentor, and develop team members, creating opportunities for growth and advancement
Foster a positive work environment and team culture where employees feel valued and motivated to excel
Qualifications and Skills
5+ years in operations, customer support, customer success, or a related role
Experience in US life insurance or a related industry preferred
Bachelor's degree required
Proficiency working with Salesforce or equivalent support/help desk software
Strong intellectual curiosity and drive to solve problems
Excellent time management and prioritization skills to balance competing responsibilities
Adaptable to change, with the ability to shift tasks quickly while maintaining attention to detail
Excellent phone presence and written communication skills
Ability to work independently as well as collaborate across departments
Creative approach to problem solving
Sharp focus on execution and an owner mentality, with a track record of delivering results on time
Data-oriented decision-making skills and strong intuition for customer experience
Outstanding written and verbal communication skills
Excellent leadership and interpersonal skills
#LI-Onsite
#LI-KP2
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.
