Client Operations Associate

About Ethos
Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes We've issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families

About the role
As a Client Operations Associate you will be the point of contact for inbound support, assisting customers with policy servicing needs—including coverage questions, billing updates, and general policy administration. This role blends customer communication with back-office processing, ensuring each interaction is handled efficiently, compliantly, and with exceptional attention to detail. To succeed in this role, you must possess strong attention to detail and follow through, enjoy working cross-functionally, and be highly organized.

Roles and Responsibilities:

• Possess and utilize strong understanding of Ethos products and processes
• Maintain accurate policy records and document client interactions in Salesforce, ensuring data integrity and compliance with regulatory standards
• Navigate internal systems to verify customer information, review coverage details, and update records
• Partner with cross-functional teams to escalate complicated cases or resolve policy discrepancies
• Use phone etiquette and time-management skills to balance call volume, follow-up tasks, and documentation
• Achieve individual and team goals for production and quality to ensure a positive customer experience as well as compliance for Ethos
• Identify and propose process improvements, working with stakeholders and management to implement solutions that enhance efficiency and customer satisfaction
• Uphold transparency and ethical standards in all communications and actions, aligning with Ethos policies and values

Skills and qualifications:

• 3+ years experience in operations, customer support, customer success, or related role
• Experience in life insurance, financial services, or similar industry preferred
• Prior experience supporting customers
• Strong verbal and written communication skills with a customer-first mindset
• Proficiency working with policy administration systems, Salesforce or CRM tools
• Curious, problem-solving mindset with a drive to identify and implement process improvements
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment
• Adaptability to navigate changing priorities and processes while maintaining accuracy and focus
• Ability to work independently as well as collaborate with various departments
• Bachelor's degree preferred

Don't meet every single requirement? If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.