Customer Operations - Lead

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:

As the Customer Operations Lead at Ethos, you will lead a team of up to 10 -12 Associates, ensuring they deliver an exceptional experience to new and existing customers and the insurance agents who refer business to Ethos. You will combine hands-on customer support leadership with team management, coaching, and process improvement to drive team performance and customer satisfaction.This role requires strong people-leadership skills alongside the deep product, systems, and communication expertise expected of frontline associates.Creating a positive customer and agent experience is critical to Ethos's success in the life insurance industry, and this role is central to scaling that experience through a high-performing team.

Duties and Responsibilities:

Team Leadership & People Management - Directly manage, coach, and develop a team of up to 10 Customer Operations Associates - Conduct regular 1:1s, performance reviews, and career development conversations - Set individual and team goals aligned with broader Customer Operations objectives, and track progress against defined service levels (SLAs) - Manage team scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels - Recruit, onboard, and train new team members; build and maintain onboarding/training materials - Foster a positive, accountable, and high-performance team culture

Operational Excellence - Ensure the team maintains accuracy in all communications with customers/agents on policy /agent comp related queries - Own team-level quality assurance — audit interactions, provide feedback, and drive continuous improvement in service quality - Monitor team metrics (response times, resolution rates, CSAT/agent satisfaction, SLA adherence) and report performance to management

Process & Cross-Functional Collaboration - Identify opportunities for process improvements across the team's functions and lead implementation of agreed-upon solutions - Partner with other cross-functional teams to resolve systemic issues and represent the voice of the customer/agent - Develop and maintain team knowledge base, playbooks, and SOPs to ensure consistency and scalability - Support hiring, capacity planning, and resource forecasting as the team grows