Bilingual Customer Experience Specialist

About the role

Ethos is seeking a Bilingual Customer Experience Specialist to deliver exceptional support to Spanish‑ and English‑speaking customers and insurance agents. The role is fully remote and follows US Central Time business hours.

Key responsibilities

• Communicate accurate policy status and agent compensation information.
• Navigate internal consumer policy systems and partner agent platforms efficiently.
• Explain complex agent payments and contract details clearly.
• Provide support via email, live chat, SMS, and phone in both Spanish and English.
• Develop deep knowledge of Ethos products and processes to act as a resource for agents and partnership managers.
• Identify and process customer/agent requests within defined service levels.
• Build rapport with agents through transparent communication.
• Meet individual and team performance goals.
• Suggest and help implement process improvements.

Required profile

• 1‑3 years of bilingual experience in customer support, success, or operations.
• Fluent in Spanish (minimum B2) and English (minimum C1), both written and spoken.
• Strong attention to detail and problem‑solving abilities.
• Ability to work remotely during 8 AM‑6 PM Central Time.

Required skills

What we offer

• Remote work environment.
• Opportunity to support a fast‑growing life‑insurance technology platform.
• Collaborative team focused on customer success.