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Customer Support Manager

Ethos LifeBangalore, India
On-site Full-time

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Experience Level

Manager

Qualifications

Responsibilities:Lead and manage the daily operations of the Customer Support team. Design and implement effective customer support and policy servicing procedures, policies, and standards. Collaborate with the Head of CX to establish relevant goals and objectives, and ensure the team consistently meets them. Monitor key customer support metrics and prepare detailed reports. Serve as a liaison between Customer Support and cross-functional partners, including Sales and Underwriting. Collect, document, and share pertinent product, marketing, and business updates with the customer support team. Recruit, onboard, mentor, and develop customer support agents. Create and maintain a work environment where team members can thrive. Stay updated on the latest best practices, strategies, and methodologies within the industry. Qualifications:5+ years of experience in customer experience or support, including at least 2 years in a management role leading a customer support team. Proven ability to drive process improvements and enhance customer satisfaction. Strong communication and leadership skills. Ability to work collaboratively within a diverse team.

About the job

About Ethos Life

Ethos Life stands at the forefront of life insurance technology, dedicated to safeguarding families by making life insurance accessible to all while empowering agents on a large scale. Our revolutionary three-sided technology platform is reshaping the life insurance experience for consumers, agents, and carriers alike. Ethos Life provides instant and accessible products through a seamless online process that simplifies the experience, requiring no medical exams, just a few health questions. We are breaking down traditional barriers, ensuring that everyone can protect their loved ones with ease. Ethos is revolutionizing the way life insurance is purchased, sold, and underwritten.

About the Role:

We are on the lookout for an accomplished leader to join Ethos India as our Customer Support Manager. This individual will spearhead the vision, strategy, and roadmap for enhancing operational excellence and driving revenue growth. You will foster a culture of inclusivity and cohesion across our Customer Experience (CX) organization through mentoring, one-on-one coaching, and collaboration with US-based CX managers. Your role will involve engaging with our US team and implementing process excellence strategies that elevate performance across all operational and delivery teams. You will also oversee recruitment, planning, and the implementation of scalable solutions that facilitate organizational development and growth. We seek a dynamic, self-driven professional ready to meet the challenges of scaling our customer experience organization.

About Ethos Life

Ethos Life is committed to transforming the life insurance industry through innovative technology, ensuring that families have access to essential protection while empowering agents to provide better services. Join us in our mission to create a seamless experience for customers and agents alike.

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