Duties and Responsibilities
Own escalation cases end to end - triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
Ensure accuracy and clarity in every resolution: small errors here have outsized downstream impact
Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new
Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth .While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience
Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.
Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time
Qualifications and Skills
1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role
Comfortable working in Salesforce or equivalent case management/help desk software
Strong analytical instincts and technical curiosity - you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained
Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder
Highly organized, with a strong sense of ownership over open cases and follow-through on commitments
#LI-Onsite
#LI-MS1
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.
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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.
