Customer Support Manager at Ethos Life

Bengaluru, Karnataka, India

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurtech, InsuranceIndustries

Requirements

Experience in Customer Support team leadership and management
Proven ability to develop and execute effective customer support and policy servicing procedures
Strong analytical skills and experience monitoring customer support metrics
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Experience with CRM systems (e.g., Kustomer, Talkdesk)
Strategic thinking and problem-solving skills

Responsibilities

Lead and manage day-to-day Customer Support team operations
Conduct team meetings
Manage escalations
Delegate tasks effectively
Manage team resourcing (scheduling, team rotations, etc.)
Develop and execute effective customer support and policy servicing procedures, policies, and standards (e.g., related to GIWL, rescissions)
Build out relevant Lesson.ly trainings
Partner with the Head of CX to develop relevant goals and objectives and work with the team to meet them consistently
Contribute to strategy and goal setting
Monitor relevant customer support metrics
Prepare weekly reports (e.g., updating CX Dashboard)
Conduct headcount/hiring analysis
Act as a liaison between Customer Support and Sales, UW, and other cross-functional teams

Skills

Customer Support

Team Leadership

CRM

Kustomer

Talkdesk

Analytics

Metrics Monitoring

Process Development

Strategic Thinking

Problem Solving

Communication

Ethos Life

Online life insurance with no medical exams

About Ethos Life

Ethos Life provides life insurance solutions through a fully online platform, making it easier for individuals and families to obtain coverage without the need for medical exams. The application process is streamlined, allowing potential clients to receive instant quotes and often get approved within minutes by answering specific health and lifestyle questions. This approach contrasts with traditional life insurance methods, which can be lengthy and cumbersome. Ethos Life sells term and whole life insurance policies through partner carriers and earns commissions on these sales. Additionally, the company offers complimentary estate planning tools, such as free wills, to enhance the customer experience and set itself apart from competitors. The goal of Ethos Life is to provide straightforward and affordable life insurance options while simplifying the overall process for its customers.

Austin, TexasHeadquarters

2016Year Founded

$395.4MTotal Funding

SERIES_DCompany Stage

Financial ServicesIndustries

501-1,000Employees

Risks

Departure of key executives like CFO Anan Kashyap may affect financial strategy.

Class action lawsuit under Illinois genetic privacy law could harm Ethos's reputation.

Recent layoffs may indicate financial strain, affecting employee morale and performance.

Differentiation

Ethos Life offers a fully online life insurance application process, eliminating medical exams.

The company provides complimentary estate planning tools, enhancing customer value and experience.

Ethos partners with major insurers like Legal & General America to ensure policy reliability.

Upsides

Growing demand for no-exam life insurance policies boosts Ethos's market potential.

Increased consumer interest in digital insurance solutions aligns with Ethos's tech-driven model.

Partnerships with companies like Ameritas expand Ethos's product offerings and market reach.

Land your dream remote job 3x faster with AI

Try Jobo Free