Customer Experience Associate

at Ethos Life, Bangalore, India

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. 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!

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 role

Creating a positive and differentiated customer experience is critical to Ethos’ mission and will continue to
determine our growth and success in the life insurance industry. We are looking for Customer Experience
Associates who thrive in a fast-paced, collaborative, and dynamic environment.

As a Customer Experience Associate at Ethos you will be responsible for delivering an exceptional
experience to both new Ethos applicants and existing policy holders. To succeed in this role, you should
have a relentless focus on the customer, strong attention to detail and problem solving skills, and
exceptional communication skills.

Responsibilities:

● Provide excellent customer service via email, live chat, SMS, and phone, and providing answers
to incoming inquiries relating to all Ethos products
● Develop strong understanding and knowledge of Ethos products and processes in order to
support customers and act as a resource for internal stakeholders
● Identify customer needs and process requests efficiently and effectively within defined service
levels
● Build rapport and gain the respect of customers through clear and transparent communication
● Develop and maintain productive relationships with sales, underwriting, and development teams
in order to triage and resolve customer issues
● Meet individual and customer support team goals and objectives
● Identify opportunities for process improvements for assigned functions, collaborating with
management to implement agreed upon solutions
Skills & Experience:

● 1-4 years experience in customer support, customer success, operations, or related role
● Experience in life insurance or related industry a plus, but not required
● Bachelor’s degree preferred
● Proficiency working with Salesforce or equivalent support/help desk software
● Strong intellectual curiosity and drive to solve problems
● Excellent time management and prioritization necessary to balance all responsibilities
● Possess grit and can adapt to changes quickly
● Adaptable to change and ability to change tasks quickly with maintaining attention to detail
● Excellent phone presence and written communications skills
● Ability to work independently as well as collaborate with various departments
● Spanish-speaking candidates are strongly preferred