Ethos is a new kind of life insurance built for people who don't have time for fine print, extra doctor's appointments or hidden fees. We have transformed a 15 week process of paper applications and medical exams, into just the click of a button - by quantifying the user’s health risk using predictive models.  

Our investors include Sequoia Capital, Accel Partners, Google Ventures, Jay-Z, Kevin Durant, and Robert Downey Jr. We are listed as a LinkedIn Top Startups of 2019, as well as featured on Forbes for being one of Sequoia Capital's key investments. We are growing quickly and looking for passionate people to protect the next million families. 

Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry. We are looking for proven Customer Support Specialists who thrive on helping customers with problems and optimizing the sales process by applying the learnings from customer interactions. 

Responsibilities: 

• Become an Ethos product expert in order to provide world class support to our customers as well as act as a resource for internal stakeholders.
• Manage a high volume of support tickets via email, live chat, phone calls, etc. 
• Generate sales leads and referrals by delivering a positive customer experience.
• Triage and escalate complex customer-facing issues to sales, operations, product, and engineering teams.
• Identify and assess customers’ needs and issues in order to resolve tickets and achieve a high level of customer satisfaction.
• Build relationships and trust with customers through open and interactive communication.
• Meet individual and customer support team goals and objectives.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Provide extraordinary customer service and truly have the customer’s best interest in mind

Skills & Experience: 

• 1-3 years of experience in customer support, customer success, operations, or related role
• Bachelor's degree
• Proficiency working with Kustomer or equivalent support/help desk software
• Start up grit and can adapt to changes quickly
• Excellent verbal and written communications skills