Customer Experience Manager

About Ethos

Ethos was built to make it faster and easier to get term life insurance. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. Using predictive analytics, we are able to transform a traditionally 15-week process into a modern digital experience for our users.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, Jay-Z, Kevin Durant, and Robert Downey Jr. We are listed in Forbes' Top 50 Fintechs of 2020. And for exciting news about our growth check out Life-Insurance Startup Ethos Valued at More Than $2 Billion. We are scaling quickly and looking for passionate people to protect the next million families.

Ethos is seeking an experienced and analytical leader to lead our Consumer Support team within the growing Customer Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we're delivering an exceptional experience for our customers and partners. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the customer experience organization

Duties and Responsibilities:

• Supervise the daily operations of the consumer support team, guiding and allocating workload to achieve the most efficient and effective outcomes
• Manage, motivate, and develop a team of up to 10-12 customer support representatives to deliver the best possible issue resolution to customers
• Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership
• Help manage or handle complex and escalated customer inquiries in a way that creates positive interactions and referenceable customers
• Use metrics to monitor team members performance and identify areas of improvement
• Support a culture of learning/improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals
• Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job
• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
• Stay current on the latest industry trends, tools, and techniques to ensure we're implementing solutions and creating processes that will help the CX organization provide the best customer experience possible in an efficient way

Qualifications and Skills:

• 3+ years experience managing support services
• Experience leading a team handling a high volume of customer inquiries using a ticketing system (Salesforce, Service Cloud, Desk, ZenDesk, etc.)
• Customer focused, confident and empathetic leader
• Ability to work in ambiguous environments with little direction and be scrappy about it - We don't have all the answers, but you'll need to find them
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Work proactively and take ownership in all you do
• Organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers
• Can independently identify problems, perform root cause analysis, and execute on action plans
• Strong awareness of industry and department best practices and shows proven execution of those best practices throughout work assessment
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Bachelor's degree or equivalent preferred

Everyone is welcome at Ethos. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

Everyone is welcome at Ethos. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

#LI-Remote