Customer Operations Lead

Role Overview

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.

What You Will Do

Directly manage, coach, and develop a team of up to 10 Customer Operations Associates, conduct regular 1:1s, performance reviews, and career development conversations, and set individual and team goals aligned with broader Customer Operations objectives.

Why It Might Be a Fit

This role requires strong people-leadership skills alongside the deep product, systems, and communication expertise expected of frontline associates. Creating a positive customer and agent experience is critical to Ethos’s success in the life insurance industry.

Requirements

• 3-5+ years of experience in customer support, customer success, or operations
• 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

Benefits

• Competitive salary
• Benefits package
• Opportunities for professional growth and development