Product Support Associate

About Ethos

Ethos (Nasdaq: $LIFE) 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

Product Support is the front line for resolving escalated issues that reach our internal teams and customers - the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation. Most cases you'll handle are resolvable with the right systems knowledge and a sharp eye for detail - this role is about speed, accuracy, and follow-through.This is a high-impact individual contributor role for someone who thrives on solving problems for people, is relentless about getting to the right answer, and wants to build the operating rhythm of a brand-new team.

Duties and Responsibilities

• Own escalation cases end to end - triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
• Ensure accuracy and clarity in every resolution: small errors here have outsized downstream impact
• Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
• Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth .While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience
• Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.
• Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time

Qualifications and Skills

• 1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role
• Comfortable working in Salesforce or equivalent case management/help desk software
• Strong analytical instincts and technical curiosity - you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained
• Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder
• Highly organized, with a strong sense of ownership over open cases and follow-through on commitments

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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.

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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.