Customer Operations - Lead

About this job

Ethos Life is a prominent life insurance technology company that uses a robust three-sided technology platform to make life insurance simple, fast, and accessible without traditional medical exams. As a Customer Operations - Lead based in Bangalore, you will guide a team of up to 10 to 12 associates to deliver outstanding service to consumers and insurance agents. A normal day in this role involves combining hands-on customer support leadership with team management, coaching, and process enhancement. You will monitor key performance metrics, conduct regular one-on-ones, manage scheduling across multiple communication channels like chat, email, phone, and SMS, and act as the primary expert for complex policy inquiries. By driving operational excellence and collaborating across teams, you play a vital part in scaling customer satisfaction and supporting the company's mission to protect families.

Responsibilities

• Manage, mentor, and develop a team of up to 10-12 Customer Operations Associates.
• Track team progress against defined service levels and monitor performance metrics like response times and CSAT.
• Oversee staffing coverage and workload distribution across email, phone, live chat, and SMS channels.
• Conduct regular 1:1 sessions, performance reviews, and quality assurance audits on team interactions.
• Partner with cross-functional teams to resolve systemic issues and represent the voice of the customer.
• Develop and maintain standard operating procedures, playbooks, and knowledge bases.
• Maintain expert-level knowledge of company products and systems to support the team with complex queries.

Requirements

• 3-5+ years of experience in operations, customer success, or customer support.
• 1-2 years of experience in a team lead, supervisor, or people management role.
• Proven background managing and developing a team of at least 5 direct reports.
• Strong analytical skills to interpret team performance data and drive action.
• Excellent coaching, feedback delivery, and conflict-resolution skills.
• Strong written communication and phone presence.
• Adaptability and resilience to lead a team through change while keeping high morale.

Good to have

• Experience in life insurance or a related industry
• Bachelor's degree
• Proficiency with Salesforce or equivalent help desk software
• Experience with reporting and dashboarding tools

Who should apply

This role suits individuals with a solid background in customer operations and proven experience leading and coaching direct reports. Ideal candidates bring strong analytical abilities, exceptional communication skills, and the resilience to guide a team through changes. If you are passionate about building high-performing teams, improving operational processes, and delivering stellar service in the insurance or tech space, this position is a great fit. Even if your experience does not align with every single qualification, you are encouraged to apply.

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