CX Trainer

About Ethos

Ethos (Nasdaq: $LIFE) 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

Ethos is in search of a seasoned CX Trainer responsible for delivering and supporting training programs aimed at enhancing the efficiency and success of our employees. The ideal candidate will possess a background in Customer Service and/or call center operations. In this role, the Trainer will lead regular training sessions to uphold company policies and legal standards, with a key emphasis on the growth of new team members. Reporting directly to the Senior Manager of Customer Experience Strategy, this position plays a pivotal role in fostering a skilled and compliant workforce.

Duties and Responsibilities:

• Assess current training programs and make recommendations to improve their effectiveness
• Assess internal employee skill levels and competencies, by conducting needs analysis, monitoring participant progress during training, recommending program changes and tracking results
• Coach and monitor new employees to increase their effectiveness
• Administer progressive discipline to new employees regarding attendance and performance requirements, as needed
• Provide tracking/reporting to management on training program progress, new hire development, and course effectiveness
• Ensure all materials, programs, and solutions for training are up-to-date and relevant to current business practices and market standards.

Qualifications and Skills:

• 3+ years of experience in Call Center, Training & Development, and/or Leadership
• 3+ years of experience in training and development
• Leadership training experience, a plus
• College Degree or equivalent work experience
• Strong communication skills - both oral and written
• Extensive knowledge of Customer Service and Life Insurance a plus
• Proven ability to build engaging and scalable training programs (bonus if you've worked with tools like Lessonly or Notion)
• Ability to build curriculum and create engaging learning materials
• Excellent verbal and written communication

#LI-Onsite

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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.