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).

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