Customer Operations Associate

About the role

As a Customer Operations Associate at Ethos, you will serve as a key point of contact for both customers and partner insurance agents - handling inbound support, policy servicing, and agent inquiries with accuracy, care, and efficiency. This role blends customer-facing communication with back-office operations, requiring a relentless focus on the customer, strong attention to detail, and the ability to thrive in a dynamic environment.
You will support customers on coverage questions, billing updates, and general policy administration while also ensuring agents receive accurate information on policy status and compensation. To succeed, you must enjoy working cross-functionally, possess strong problem-solving instincts, and be highly organized.

Duties and Responsibilities:

• Serve as the primary point of contact for inbound customer and agent inquiries via phone, email, live chat, and SMS
• Maintain accurate policy records and document all client interactions in Salesforce, ensuring data integrity and regulatory compliance
• Provide clear and accurate information to agents regarding policy status, compensation, and contract details
• Navigate internal systems to verify customer and agent information, review coverage details, and update records
• Develop and maintain a strong understanding of Ethos products, processes, and partner agent systems
• Build rapport with agents and customers through transparent, empathetic communication
• Partner with cross-functional teams to escalate complex cases or resolve policy discrepancies
• Identify customer and agent needs and process requests efficiently within defined service levels
• Use strong phone etiquette and time-management skills to balance call volume, follow-up tasks, and documentation
• Achieve individual and team goals for production, quality, and customer satisfaction
• Identify and propose process improvements, collaborating with management and stakeholders to implement solutions
• Uphold transparency and ethical standards in all communications, aligned with Ethos policies and values

Qualifications and Skills:

• 1-3 years of experience in customer support, customer success, operations, or a related role
• Experience in life insurance, financial services, or a related industry is a plus
• Prior experience supporting U.S.-based customers
• Strong verbal and written communication skills with a customer-first mindset and excellent phone presence
• Very detail-oriented, especially when working with agent compensation, policy records, and contract details
• Proficiency working with Salesforce, CRM tools, or equivalent support/help desk software preferred
• Familiarity with policy administration systems and partner agent platforms a plus
• Strong intellectual curiosity and problem-solving drive - able to identify and implement process improvements
• Excellent time management, organization, and prioritization skills to balance multiple responsibilities
• Adaptability and grit - able to change tasks quickly while maintaining attention to detail
• Ability to work independently as well as collaborate effectively across departments
• Bachelor's degree preferred

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