Customer Operations - Lead

As the Customer Operations Lead at Ethos, you will lead a team of up to 10 -12 Associates, ensuring they deliver an exceptional experience to new and existing customers and the insurance agents who refer business to Ethos. You will combine hands-on customer support leadership with team management, coaching, and proc...

- Directly manage, coach, and develop a team of up to 10 Customer Operations Associates

- Conduct regular 1:1s, performance reviews, and career development conversations

Team Leadership & People Management
- Set individual and team goals aligned with broader Customer Operations objectives, and track progress against defined service levels (SLAs)
- Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels
- Recruit, onboard, and train new team members; build and maintain onboarding/training materials
- Foster a positive, accountable, and high-performance team culture
Operational Excellence
- Ensure the team maintains accuracy in all communications with customers/agents on policy /agent comp related queries
- Own team-level quality assurance — audit interactions, provide feedback, and drive continuous improvement in service quality
- Monitor team metrics (response times, resolution rates, CSAT/agent satisfaction, SLA adherence) and report performance to management
Process & Cross-Functional Collaboration
- Identify opportunities for process improvements across the team's functions and lead implementation of agreed-upon solutions
- Partner with other cross-functional teams to resolve systemic issues and represent the voice of the customer/agent
- Develop and maintain team knowledge base, playbooks, and SOPs to ensure consistency and scalability
- Support hiring, capacity planning, and resource forecasting as the team grows
Subject Matter Expertise
- Maintain and deepen expert-level understanding of Ethos products, consumer policy systems, and partner agent systems
- Serve as the team's go-to resource for complex queries/scenarios 

3-5+ years of experience in customer support, customer success, or operations, including at least 1-2 years in a team lead, supervisor, or people management role
Proven experience managing and developing a team of 5+ direct reports
Experience in life insurance or a related industry strongly preferred
Bachelor's degree preferred
Proficiency with Salesforce or equivalent support/help desk software; experience with reporting/dashboarding tools a plus
Strong analytical skills with the ability to interpret team performance data and translate it into action
Excellent coaching, feedback delivery, and conflict-resolution skills
Adaptable and resilient, able to lead a team through change while maintaining quality and morale
Excellent phone presence, written communication, and cross-functional collaboration skills
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.