Support Representative

Summary

Join Ethos as a Bilingual Customer Experience Associate and deliver exceptional service to Spanish/English speaking customers and insurance agents. You will ensure accurate communication regarding policy status and agent compensation, become proficient in relevant systems, and provide excellent service through various channels. This remote role requires fluency in both Spanish and English (B2/C1 certifications preferred), strong problem-solving skills, and experience in customer support. You will also develop a strong understanding of Ethos products and processes, identify customer needs, and collaborate on process improvements. The ideal candidate possesses excellent communication and time management skills and can adapt quickly to change.

Requirements

• 1- 3 years Bilingual experience in customer support , customer success, operations, or related role
• Mandatory - Required minimum or equivalent to B2 certificate in Spanish language
• Mandatory - Required minimum or equivalent to C1 certificate in English language
• Very detail oriented, especially while working with agent compensation and contract details
• Excellent time management , highly organised and prioritization necessary to balance all responsibilities
• Possess grit and can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail
• Excellent phone presence handling Spanish & English calls , screen navigation and written communications skills

Responsibilities

• Ensure accuracy in information being communicated to agents, especially when it comes to policy status and the agent’s compensation
• Become efficient in systems dealing with both consumer policy information as well as partner agent systems
• Able to understand and communicate complex agent payments and contract details
• Provide excellent service via email, live chat, SMS, and phone, and providing answers to incoming inquiries both in Spanish & English relating the partner insurance agent and their business
• Develop strong understanding and knowledge of Ethos products and processes in order to support customers/agents and act as a resource for partnership account managers
• Identify customer/agent needs and process requests efficiently and effectively within defined service levels
• Build rapport and gain the respect of agents through clear and transparent communication
• Meet individual and customer support team goals and objectives
• Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions

Preferred Qualifications

• Experience in life insurance or related industry a plus, but not required
• Bachelor’s degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required
• Strong intellectual curiosity and drive to solve problems

Benefits

This is a remote working role