Lead, scale and support our Support team within the growing CX 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.
Responsibilities
Supervise the daily operations of the partnership support team, guiding and allocating workload to achieve the most efficient and effective outcomes
Manage, motivate, and develop a team of up to 40+ support representatives to deliver the best possible issue resolution to partners/consumers
Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership
Help manage or handle complex and escalated partner inquiries in a way that creates positive customer interactions
Create and nurture a work environment and team culture where team can excel
The Account Manager is responsible for driving sales growth across Illinois, Michigan, Wisconsin, and Minnesota, with a primary focus on Reference Materials and Analytical Standards.
