About the role

We are looking for a highly motivated, solutions-oriented Case Manager to join our Customer Service organization. In this newly created role, you will act as a critical bridge between our sales team and our most valuable life insurance agents. Your mission is to deliver "white glove" customer service on a policy-by-policy level, ensuring a seamless, premium experience for our high-value partners.

As a Case Manager, you will tackle a high-volume, dynamic queue of incoming inquiries, mastering multiple tech platforms to keep complex cases moving forward. Beyond day-to-day operations, you will serve as an essential feedback loop for Ethos—tracking data trends, identifying workflow bottlenecks, and uncovering system gaps to help us continuously optimize our platform. If you are a persistent problem-solver with a positive attitude who thrives in a fast-paced environment, we want to hear from you!

Duties and Responsibilities:

• Deliver White-Glove Support: Act as the primary dedicated operational touchpoint for premier life insurance agents, providing world-class support on policy-level issues.
• Manage Communications & SLAs: Responsively acknowledge incoming agent inquiries, set clear expectations around Service Level Agreements (SLAs), and systematically communicate case resolutions back to partners.
• Navigate Complex Routing: Efficiently diagnose policy roadblocks, route issues to the correct internal teams, and coordinate cross-functionally across Customer Service and Sales to ensure quick turnarounds.
• Drive Persistent Case Follow-Up: Monitor the active pipeline daily, identify stuck or delayed applications, and aggressively follow up internally and externally to clear technical or operational hurdles.
• Identify Operational Trends: Track, analyze, and report back on recurring case trends, surface localized bottlenecks, and flag platform bugs or processing gaps to leadership.
• Maintain System Proficiency: Seamlessly operate and navigate across multiple software ecosystems and internal technology platforms to manage and audit client data.

Qualifications and Skills:

• 2+ years of experience in customer success, account coordination, or client-facing operations (experience in life insurance, fintech, or brokerage operations is a strong plus).
• Exceptional communication skills with a proven track record of managing partner expectations and articulating complex resolutions clearly.
• Analytical and detail-oriented mindset with the ability to identify trends from daily volume and translate them into actionable operational insights.
• Tech-fluent self-starter comfortable learning, switching between, and troubleshooting across multiple software platforms and tools.
• Relentless persistence and problem-solving skills; a natural drive to own a problem through completion rather than just passing it off.
• Ability to stay organized, composed, and ambitious while managing a continuous, high-volume stream of incoming tasks.
• A resilient, positive attitude and a passion for working collaboratively across cross-functional teams like Sales and Support.

#LI-Remote #LI-AG1

The US national base salary range for this full-time position is $49,000 -$87,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Please note that the compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits.

You can find further details of our US benefits at https://www.ethoslife.com/careers/