Customer Experience Associate

About the role

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. As a Customer Experience Associate in Bangalore, India, you will deliver exceptional support to new and existing customers and insurance agents who refer business to Ethos. Day-to-day work includes ensuring accuracy in policy status and agent compensation communications, managing inquiries across email, live chat, SMS, and phone, and building strong knowledge of Ethos products to support partnership account managers. This is an onsite role.

What you’ll do

• Ensure accuracy in information being communicated to agents, especially when it comes to policy status and the agent's compensation
• Become efficient in systems dealing with both consumer policy information as well as partner agent systems
• Able to understand and communicate complex agent payments and contract details
• Provide excellent service via email, live chat, SMS, and phone, and providing answers to incoming inquiries relating the partner insurance agent and their business
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers/agents and act as a resource for partnership account managers
• Identify customer/agent needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of agents through clear and transparent communication
• Meet individual and customer support team goals and objectives

What you’ll bring

• 1-3 years experience in customer support, customer success, operations, or related role
• Experience in life insurance or related industry a plus, but not required
• Very detail oriented, especially while working with agent compensation and contract details
• Bachelor's degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required
• Strong intellectual curiosity and drive to solve problems
• Excellent time management, highly organised and prioritization necessary to balance all responsibilities
• Excellent phone presence, screen navigation and written communications skills

Nice to have

• 1-3 years experience in customer support, customer success, operations, or related role
• Experience in life insurance or related industry a plus, but not required
• Very detail oriented, especially while working with agent compensation and contract details
• Bachelor's degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required
• Strong intellectual curiosity and drive to solve problems
• Excellent time management, highly organised and prioritization necessary to balance all responsibilities
• Excellent phone presence, screen navigation and written communications skills

Skills

Education

Bachelor’s degree preferred