Partnership Support Manager

About the role

Ethos is looking for an experienced leader to head and scale the Partnership Support team within its Partner Experience organization. The role oversees day‑to‑day operations, drives process improvements and ensures an exceptional experience for Ethos’s partners.

Key responsibilities

• Manage daily operations for a team of 40+ partner support representatives, allocate workload and resolve escalations to meet SLA and TAT targets.
• Track performance metrics such as CSAT, AHT, FCR% and QC scores, and conduct deep analysis to identify inefficiencies.
• Develop and maintain support policies, procedures and QA standards that scale with headcount growth.
• Hire, coach and develop reps and team leads through regular 1:1s and structured feedback.
• Act as the voice of partners internally, surfacing feedback and escalating recurring pain points across CX, Product and leadership.
• Champion AI‑assisted tools (e.g., Claude, Copilot) to accelerate ticket resolution, quality control and reporting while preserving human judgment for sensitive cases.
• Partner with CX leadership to align goals and represent partnership support priorities.

Required profile

• 5–10 years of team management experience in customer support, preferably B2B.
• Proven ability to lead high‑volume, ticket‑based teams using platforms such as Salesforce, ZenDesk or Service Cloud.
• Confident, empathetic leader who adapts to ambiguity and rapid change.
• Hands‑on root‑cause analysis skills, spotting problems before they escalate.
• Comfortable directing AI tool usage and validating AI‑generated outputs.
• Excellent communication and stakeholder‑management abilities with a partner‑first mindset.
• Bachelor’s degree or equivalent preferred.
• Willingness to work full‑time night‑shift hours (6 PM–3 AM IST).

Required skills

• Salesforce
• ZenDesk
• Service Cloud
• Claude (AI tool)
• Copilot (AI tool)