Customer Operations Associate

Ethos; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Ethos is seeking a Customer Experience Associate in Bengaluru to deliver exceptional service to new and existing customers and insurance agents who refer business. You will communicate policy status, assist with agent payments, and resolve inquiries with a customer-first mindset.

The role emphasizes attention to detail, strong communication, and the ability to thrive in a dynamic environment, supporting Ethos products and partner managers to drive seamless experiences.

Qualifications

• 1-3 years experience in customer support or related role.
• Experience in life insurance is a plus but not required.
• Detail oriented, especially with agent compensation and contract details.
• Proficiency with Salesforce or equivalent support/help desk software preferred but not required.
• Strong curiosity and drive to solve problems.

Responsibilities

• Communicate accurate policy status and agent compensation information.
• Navigate consumer policy and partner agent systems efficiently.
• Explain complex agent payments and contract details clearly.
• Provide excellent service via email, live chat, SMS, and phone for agents and customers.
• Develop knowledge of Ethos products to support customers and partner managers.
• Identify and process customer/agent requests within service levels.
• Build rapport and maintain transparent communication with agents.
• Meet individual and team support goals and objectives.
• Suggest and help implement process improvements with management.

Skills

Customer support

Attention to detail

Communication skills

Problem solving

Tools

Salesforce

Job description

Ethos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

As a Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing customer/ insurance agents who refer business to Ethos. 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. Ethos is looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

Duties and Responsibilities:

• 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
• Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions

Qualifications and Skills:

• 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
• 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
• 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 , screen navigation and written communications skills.

We are an equal opportunity employer. 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.