Customer Operations Associate

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

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

#LI-Onsite

#LI-PA1

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.