Partnership Support Manager

Ethos Watch; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Ethos is seeking an experienced and analytical leader to scale and support our Partnership Support team within the growing partner experience organization. This role will manage the day‑to‑day operations of a 40+ member team, drive process improvements, and ensure an exceptional experience for our partners.

You will also hire, coach, and implement scalable solutions, champion AI‑assisted tools, and foster a culture of ownership and service excellence across the CX function.

Qualifications

• 5 to 10 years of team management experience in Customer Support; B2B support experience is a plus.
• Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud.
• Confident, empathetic leader who adapts management style to ambiguity and rapid change.

Responsibilities

• Own daily operations for a team of 40+ partner support reps (indirect reports); allocate workload and resolve escalations to hit SLA and TAT targets for first response and resolution.
• Track team performance against CSAT, AHT, FCR%, and QC score trends; use analysis to find where the team is losing time or quality.
• Build and maintain support policies, procedures, and QA standards that scale as headcount grows.
• Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence.
• Act as the voice of our partners internally - surface what theyre telling us, escal… .
• Champion AI-assisted tools (e.g. Claude, Copilot) within the teams workflows - directing where AI speeds up ticket resolution, QC, and reporting, while keeping human judgment in the loop for partner-sensitive calls
• Partner with CX leadership on goals and objectives; represent Partnership Supports priorities across the CX organisation

Skills

Team management

Customer Support

Salesforce

ZenDesk

AI tools

Stakeholder management

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

ZenDesk

Job description

About Ethos

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. 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

Ethos is seeking an experienced and analytical leader to lead ,scale and support our Partnership Support team within the growing partner Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership 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 partner experience organization.

Duties and Responsibilities:

• Own daily operations for a team of 40+ partner support reps (indirect reports); allocate workload and resolve escalations to hit SLA and TAT targets for first response and resolution
• Track team performance against CSAT, AHT, FCR%, and QC score trends; use your own analysis - not just a dashboard - to find where the team is losing time or quality
• Build and maintain support policies, procedures, and QA standards that scale as headcount grows
• Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence
• Act as the voice of our partners internally - surface what theyre telling us, escal… .
• Champion AI-assisted tools (e.g. Claude, Copilot) within the teams workflows - directing where AI speeds up ticket resolution, QC, and reporting, while keeping human judgment in the loop for partner-sensitive calls
• Partner with CX leadership on goals and objectives; represent Partnership Supports priorities across the CX organisation

Qualifications and Skills:

• 5 to 10 years of team management experience in Customer Support; B2B support experience is a plus
• Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud
• Confident, empathetic leader who adapts management style to ambiguity and rapid change
• Comfortable doing root cause analysis yourself, not just reading what a dashboard tells you - you spot the problem before its escalated to you
• Working comfort with AI tools (Claude or equivalent) as a manager, not a builder - able to direct their use and sanity-check AI-assisted output from the team
• Excellent communication and stakeholder management skills, with a partner-first mindset
• Bachelors degree or equivalent preferred

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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. 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.

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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.