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Business Systems Specialist
Full-time
Ethos is a life insurance technology company on a mission to protect families by democratizing access to life insurance. Creating a world-class customer experience is central to its mission.
About the Role
The Business Systems Specialist enables Ethos' Customer Experience (CX) teams to deliver a frictionless experience, focusing on customer support automations including customer self-service and the development of AI-powered voice, chat, and email bots.
Responsibilities
Gather requirements, design flows, and write final content for Virtual Assistants and Chatbots.
Collaborate across the organization to design digital self-service assets for various customer use cases.
Use metrics and analysis to identify and drive improvements in current CX processes as the company scales.
Uncover actionable, data-driven insights to improve the customer experience and satisfaction.
Discover gaps in existing tools and internal processes and project manage improvements.
Design internal processes and systems to drive productivity and automation at scale.
Qualifications
3+ years experience as an operations professional.
Experience helping design, build, and monitor AI-driven chat or email bots.
Extremely detail oriented with an analytical mindset.
Background in process development for high-volume production environments.
Strong project management and communication skills.
