Customer Support Manager

undefined ago • 5 Years + • Customer Service

Job Summary

Job Description

Ethos India is seeking an experienced lead to support and scale our revenue leadership and process excellence team. This role involves owning the vision, strategy, and roadmap for enhancing overall operations and revenue experience. The manager will foster an inclusive culture within the CX organization through coaching and partnership with US-based CX managers, driving improvements using process excellence strategies. Responsibilities also include hiring, planning, and implementing scalable solutions for organizational growth, requiring an energetic, self-motivated individual ready to scale the customer experience organization.
Must have:
  • Lead and manage day-to-day Customer Support team operations
  • Develop and execute effective customer support and policy servicing procedures, policies, and standards
  • Partner with the Head of CX to develop relevant goals and objectives
  • Monitor relevant customer support metrics and prepare reports
  • Act as liaison between Customer Support and Sales, UW, and other cross-functional partners
  • Gather, document, and communicate relevant product, marketing, and business updates to the customer support team
  • Recruit, hire, mentor, and develop customer support agents
  • Create and nurture a work environment and team culture where agents can excel
  • Stay informed on the latest industry best practices, strategies, and methods
  • 5+ years in customer experience or customer support
  • 2+ years of experience managing a customer support team and operations
  • Extensive knowledge of customer support trends and new technology
  • Sharp focus on execution and an owner mentality
  • Data oriented decision making skills and great intuition for customer experience
  • Outstanding written and verbal communication skills
  • Excellent leadership and interpersonal skills

Job Details

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the role:

Ethos India is seeking an experienced lead to support and scale our revenue leadership and process excellence team at Ethos. He/She will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership with US based CX managers"He/She will work with US-based team members and use process excellence strategies to drive improvement across all operations/delivery teams. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the customer experience organization.

Duties and Responsibilities:

  • Lead and manage day-to-day Customer Support team operations
  • Lead team meetings
  • Manage escalations
  • Delegate
  • Resourcing (e.g., scheduling, team rotations, etc.)
  • Develop and execute effective customer support and policy servicing procedures, policies, and standards
  • Ex) developing processes related to GIWL, rescissions, etc.
  • Building out relevant Lesson.ly trainings
  • Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis
  • Ex) getting more involved in strategy and goal setting
  • Monitor relevant customer support metrics and prepare reports
  • Monitoring data in Kustomer/Talkdesk
  • Preparing weekly reports
  • Updating CX Dashboard
  • Headcount/hiring analysis
  • Act as liaison between Customer Support and Sales, UW, and other cross-functional partners
  • Ex) policy servicing requests, #ops-talk, UWX collab
  • Gather, document, and communicate relevant product, marketing, and business updates to the customer support team.
  • Ex) Marketing monthly sync, customer feedback reports, etc.
  • Recruit, hire, mentor, and develop customer support agents
  • Ex) Hiring manager, more involved in training program, working with me on CX career development framework, running 1x1s
  • Create and nurture a work environment and team culture where agents can excel
  • Ex) Advocating internally and externally for the team, creating a healthy team culture/dynamic, motivation, etc.
  • Stay informed on the latest industry best practices, strategies, and methods
  • Ex) CX Connections community, blogs/newsletters, events, etc.

Qualifications and Skills:

  • 5+ years in customer experience or customer support, 2+ years of experience managing a customer support team and operations
  • Extensive knowledge of customer support trends and new technology
  • Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner
  • Data oriented decision making skills and great intuition for customer experience
  • Outstanding written and verbal communication skills.
  • Excellent leadership and interpersonal 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.

We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

Similar Jobs

Tesla - Mobile Automotive Mechatronics Technician

Tesla

North Rhine-Westphalia, Germany (On-Site)
5 Months ago
Lilt - Voice Talent Required

Lilt

United Kingdom (Remote)
4 Weeks ago
PwC - Senior Associate  - Technology Consulting

PwC

Mumbai, Maharashtra, India (On-Site)
10 Months ago
PwC - Talent Acquisition Senior Associate

PwC

Cairo, Cairo Governorate, Egypt (On-Site)
1 Month ago
PwC - Senior Associate - SAP BASIS - RDC

PwC

Kolkata, West Bengal, India (On-Site)
10 Months ago
Palo Alto Networks - Manager, Technical Customer Support

Palo Alto Networks

Plano, Texas, United States (On-Site)
3 Weeks ago
Harvey - Enterprise Customer Success Manager, EMEA

Harvey

London, England, United Kingdom (On-Site)
1 Week ago
HHA Exchange - Customer Success Manager

HHA Exchange

New York, New York, United States (On-Site)
3 Months ago
Tesla - Vehicle Preparer / Vehicle Receptionist

Tesla

Hanau, Hessen, Germany (On-Site)
5 Months ago
Safe security - Customer Success Advisor

Safe security

London, England, United Kingdom (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Reliance games - Software Engineer - Backend (Java, AI, and ML Tools)

Reliance games

Pune, Maharashtra, India (On-Site)
2 Months ago
Testee investment Pvt Ltd. - Head of Quantitative Research & Analysis

Testee investment Pvt Ltd.

Kolkata, West Bengal, India (On-Site)
11 Months ago
PwC - Specialist - AppTech - GDC

PwC

Kolkata, West Bengal, India (On-Site)
10 Months ago
Trek - Credit Controller

Trek

Milton Keynes, England, United Kingdom (Hybrid)
2 Weeks ago
Drive mode - Senior UX Researcher

Drive mode

Mountain View, California, United States (Hybrid)
2 Weeks ago
Roblox - Senior Product Designer, Social

Roblox

San Mateo, California, United States (Hybrid)
1 Week ago
Zelis  - Itemized Bill Reviewer

Zelis

Hyderabad, Telangana, India (On-Site)
2 Months ago
Glean - Solutions Engineer

Glean

Tokyo, Japan (Remote)
2 Months ago
EMA - Senior Technical Account Manager

EMA

United States (Remote)
1 Week ago
illumio - Professional Services Consultant

illumio

California, United States (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

ShyftLabs - Manager, Data Engineer

ShyftLabs

Noida, Uttar Pradesh, India (Hybrid)
1 Week ago
Qualcomm - CPU RTL Design - Staff

Qualcomm

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Sprinkler - Senior Product Engineer

Sprinkler

Gurugram, Haryana, India (On-Site)
1 Year ago
P99 soft - QA Lead (JavaScript)

P99 soft

Hyderabad, Telangana, India (On-Site)
3 Months ago
Capgemini - Senior Software Engineer

Capgemini

Mumbai, Maharashtra, India (On-Site)
2 Months ago
Coupa - Senior Software Engineer

Coupa

Hyderabad, Telangana, India (On-Site)
3 Months ago
Progress - Software Engineer II (Windows Application Developer)

Progress

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Capgemini - Transaction Monitoring

Capgemini

Noida, Uttar Pradesh, India (On-Site)
2 Months ago
Qualcomm - Engineer, Staff -Linux

Qualcomm

Hyderabad, Telangana, India (On-Site)
2 Months ago
Keywords International - Manager – People & Culture

Keywords International

India (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Kavalirio - Help Desk Support I

Kavalirio

Louisville, Kentucky, United States (On-Site)
1 Month ago
gitlab - Customer Success Manager - Japan

gitlab

Japan (Remote)
4 Weeks ago
Barracuda - Technical Support Representative

Barracuda

Innsbruck, Tyrol, Austria (On-Site)
2 Weeks ago
Accenture - Customer Service Senior Analyst

Accenture

Gurugram, Haryana, India (On-Site)
1 Week ago
Toast - Technical Support Expert - Team Management

Toast

Omaha, Nebraska, United States (Hybrid)
1 Week ago
Abridge - Operations Manager, Technical Support

Abridge

San Francisco, California, United States (Remote)
1 Month ago
GoMotive - Technical Support Specialist - German

GoMotive

Pakistan (Remote)
4 Weeks ago
Accenture - Customer Service Senior Analyst

Accenture

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Gloss Genius - Customer Support Expert

Gloss Genius

United States (Remote)
1 Week ago
bytedance - Cloud Technical Support

bytedance

Singapore (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Ethos was built to make it faster and easier to get term life insurance. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. Using predictive analytics, we are able to transform a traditionally 15-week process into a modern digital experience for our users. Ethos has raised over $400 million from Sequoia Capital, SoftBank Vision Fund 2, Accel, and Google Ventures (GV). We are scaling quickly and looking for passionate people to join us in our mission to protect the next million families!

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (Hybrid)

Bengaluru, Karnataka, India (Hybrid)

San Francisco, California, United States (Remote)

Bengaluru, Karnataka, India (Hybrid)

Bengaluru, Karnataka, India (Hybrid)

Bengaluru, Karnataka, India (Hybrid)

United States (Remote)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

View All Jobs

Get notified when new jobs are added by Ethos Life

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug