About Ethos
Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.
About the role
Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for a Business Systems Specialist who can help enable our Customer Experience (CX) teams to deliver this experience. This specific position will focus primarily on customer support automations, including the automation through customer self-service and the development of AI powered voice, chat and email bots. To succeed in this role, you should be passionate about creating frictionless processes to improve the Ethos customer experience and have an extreme attention to detail.
Duties and Responsibilities:
- Gather requirements, design flows, and write final content for Virtual Assistants and Chatbots
- Collaborate with teams across the organization to identify requirements and design digital self-service assets for various customer use cases
- Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
- Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
- Discover gaps and inefficiencies in our existing tools and internal operational processes and project manage the implementation of improvements
- Design internal processes and systems to drive productivity and automation at scale
Qualifications and Skills:
- 3+ years experience as an operations professional
- Must have experience helping design, build, and monitor AI driven chat or email bots
- Extremely detail oriented and have an analytical mindset with the ability to exercise discretion in the process of identifying and resolving problems/issues
- Background in process development for high-volume production environments
- Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines
- Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
- Have a personal drive to work proactively and take ownership in all you do
#LI-Hybrid
#LI-NG1
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. 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.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.