Partnership Support Manager
Sign up free to see how well your resume matches this role.
What you'll do
- Own daily operations for a team of 40+ partner support reps (indirect reports); allocate workload and resolve escalations to hit SLA and TAT targets for first response and resolution
- Track team performance against CSAT, AHT, FCR%, and QC score trends; use your own analysis — not just a dashboard — to find where the team is losing time or quality
- Build and maintain support policies, procedures, and QA standards that scale as headcount grows
- Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence
- Act as the voice of our partners internally — surface what they're telling us, escalate recurring pain points, and make sure that feedback earns a seat at the table across CX, Product, and leadership discussions
- Champion AI-assisted tools (e.g. Claude, Copilot) within the team's workflows — directing where AI speeds up ticket resolution, QC, and reporting, while keeping human judgment in the loop for partner-sensitive calls
- Partner with CX leadership on goals and objectives; represent Partnership Support's priorities across the CX organisation
What they're looking for
- 5 to 10 years of team management experience in Customer Support
- Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud
- Confident, empathetic leader who adapts management style to ambiguity and rapid change
- Comfortable doing root cause analysis yourself, not just reading what a dashboard tells you — you spot the problem before it's escalated to you
- Working comfort with AI tools (Claude or equivalent) as a manager, not a builder — able to direct their use and sanity-check AI-assisted output from the team
- Excellent communication and stakeholder management skills, with a partner-first mindset
- Willingness and availability to work full-time night shift hours (6:00 PM to 3:00 AM IST).
Nice to have
- B2B support experience is a plus
- Bachelor's degree or equivalent preferred
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Ethos
Ethos 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
Ethos is seeking an experienced and analytical leader to lead ,scale and support our Partnership Support team within the growing partner Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the partner experience organization.
Duties and Responsibilities:
- Own daily operations for a team of 40+ partner support reps (indirect reports); allocate workload and resolve escalations to hit SLA and TAT targets for first response and resolution
- Track team performance against CSAT, AHT, FCR%, and QC score trends; use your own analysis — not just a dashboard — to find where the team is losing time or quality
- Build and maintain support policies, procedures, and QA standards that scale as headcount grows
- Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence
- Act as the voice of our partners internally — surface what they're telling us, escalate recurring pain points, and make sure that feedback earns a seat at the table across CX, Product, and leadership discussions
- Champion AI-assisted tools (e.g. Claude, Copilot) within the team's workflows — directing where AI speeds up ticket resolution, QC, and reporting, while keeping human judgment in the loop for partner-sensitive calls
- Partner with CX leadership on goals and objectives; represent Partnership Support's priorities across the CX organisation
Qualifications and Skills:
- 5 to 10 years of team management experience in Customer Support; B2B support experience is a plus
- Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud
- Confident, empathetic leader who adapts management style to ambiguity and rapid change
- Comfortable doing root cause analysis yourself, not just reading what a dashboard tells you — you spot the problem before it's escalated to you
- Working comfort with AI tools (Claude or equivalent) as a manager, not a builder — able to direct their use and sanity-check AI-assisted output from the team
- Excellent communication and stakeholder management skills, with a partner-first mindset
- Bachelor's degree or equivalent preferred
- Willingness and availability to work full-time night shift hours (6:00 PM to 3:00 AM IST).
#LI-Onsite
#LI-PP1
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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
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.
Company
Company facts come from this company's own listings. We only show what the postings themselves carry.