Customer Operations Lead

About the role

Ethos Life is seeking a Customer Operations Lead to manage a team of 10‑12 associates who support new and existing customers as well as the insurance agents referring business. The role blends hands‑on customer support leadership with people management, coaching, and process improvement to drive performance and satisfaction.

Key responsibilities

• Directly manage, coach, and develop a team of up to 12 Customer Operations Associates, conducting regular 1:1s, performance reviews, and career development conversations.
• Oversee scheduling, staffing coverage, and workload distribution across email, live chat, SMS, and phone channels while ensuring SLA adherence.
• Maintain accuracy in all communications on policy and agent compensation queries, and own team‑level quality assurance through audits and feedback.
• Identify and lead process‑improvement initiatives, collaborating with cross‑functional teams to resolve systemic issues.
• Develop and maintain knowledge bases, playbooks, and SOPs to ensure consistency and scalability.

Required profile

• 3‑5+ years of experience in customer support, success, or operations, with at least 1‑2 years in a people‑management role.
• Proven track record managing a team of 5+ direct reports.
• Experience in life insurance or a related industry is strongly preferred.
• Bachelor’s degree preferred.

Required skills

• Proficiency with Salesforce or equivalent support/help‑desk software.
• Experience with reporting or dashboarding tools.