Partnerships Case Manager

Ethos Life

6d•$49,000 - $87,000•Remote

About The Position

Ethos is seeking a motivated, solutions-oriented Case Manager to join their Customer Service organization. This role will serve as a critical link between the sales team and valuable life insurance agents, providing "white glove" customer service on a policy-by-policy basis to ensure a seamless and premium experience for high-value partners. The Case Manager will manage a high-volume, dynamic queue of inquiries, utilizing multiple tech platforms to advance complex cases. Additionally, this role will act as an essential feedback loop for Ethos by tracking data trends, identifying workflow bottlenecks, and uncovering system gaps to optimize the platform. The ideal candidate is a persistent problem-solver with a positive attitude who thrives in a fast-paced environment.

Requirements

2+ years of experience in customer success, account coordination, or client-facing operations
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.

Nice To Haves

Experience in life insurance, fintech, or brokerage operations is a strong plus.

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.