Customer Operations Lead

Overview

Lead a team of up to 10-12 Customer Operations Associates to deliver an exceptional experience to new and existing customers and the insurance agents who refer business to Ethos.

What you'll do

• 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 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 and training materials.
• Foster a positive, accountable, and high-performance team culture.
• Ensure the team maintains accuracy in all communications with customers and agents on policy and agent compensation 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.
• Identify process improvement opportunities across the team's functions and lead implementation of agreed-upon solutions.
• Partner with cross-functional teams to resolve systemic issues and represent the voice of the customer and 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.
• Maintain and deepen expert-level understanding of Ethos products, consumer policy systems, and partner agent systems.
• Serve as the team's go-to resource for complex queries and scenarios.

What you'll need

• 3-5+ years of experience in customer support, customer success, or operations.
• At least 1-2 years in a team lead, supervisor, or people management role.
• Proven experience managing and developing a team of 5+ direct reports.
• Strong analytical skills to interpret team performance data and translate it into action.
• Excellent coaching, feedback delivery, and conflict-resolution skills.
• Adaptable and resilient, able to lead a team through change while maintaining quality and morale.
• Excellent phone presence, written communication, and cross-functional collaboration skills.
• Proficiency with Salesforce or equivalent support/help desk software.

Nice to have

• Experience in life insurance or a related industry.
• Bachelor's degree.
• Experience with reporting/dashboarding tools.

Details

• Onsite role.