Role Description As a Bilingual Customer Experience Associate at Ethos, you will be responsible for delivering an exceptional experience to both new and existing Spanish/English speaking customers and insurance agents who refer business to Ethos. To succeed in this role, you should have: - A relentless focus on the customer - Strong attention to detail and problem-solving skills - Exceptional communication skills This is a remote working role, working exclusively US hours - 8 AM - 6 PM Central Time (CDT). Candidate must be fluent in Spanish & English language both verbal and written. - Mandatory - Required minimum or equivalent to B2 certificate in Spanish language. - Mandatory - Required minimum or equivalent to C1 certificate in English language. Duties and Responsibilities: - Ensure accuracy in information being communicated to agents, especially regarding policy status and the agent’s compensation. - Become efficient in systems dealing with both consumer policy information as well as partner agent systems. - Able to understand and communicate complex agent payments and contract details. - Provide excellent service via email, live chat, SMS, and phone, answering inquiries in both Spanish & English. - Develop strong understanding and knowledge of Ethos products and processes to support customers/agents. - Identify customer/agent needs and process requests efficiently and effectively within defined service levels. - Build rapport and gain the respect of agents through clear and transparent communication. - Meet individual and customer support team goals and objectives. - Identify opportunities for process improvements for assigned functions, collaborating with management to implement solutions. Qualifications - 1-3 years bilingual experience in customer support, customer success, operations, or related role. - Experience in life insurance or related industry a plus, but not required. - Very detail-oriented, especially while working with agent compensation and contract details. - Bachelor’s degree preferred. - Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required. - Strong intellectual curiosity and drive to solve problems. - Excellent time management, highly organized, and prioritization necessary to balance all responsibilities. - Possess grit and can adapt to changes quickly. - Adaptable to change and ability to change tasks quickly while maintaining attention to detail. - Excellent phone presence handling Spanish & English calls, screen navigation, and written communication skills. Requirements - Fluency in Spanish and English (verbal and written). - Availability to work US hours - 8 AM - 6 PM Central Time (CDT). Benefits - Remote work opportunity. - Diverse and inclusive workplace.

• The successful incumbent possesses a strong command of the company’s customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. • This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. • The customer service specialist must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales managers and production personnel. • Account Management Voice of company to primary purchasing agent contacts for assigned accounts; responsible for maintaining industry-leading service levels. • Uses product knowledge to assist customers with ordering needs. • Reserves machine capacity, enters orders, communicates ship dates. • Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery). • Ensures customer orders comply with Sales and Manufacturing agreement. • Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer. • Inside Sales Solicits new orders to assist Operations in qualifying production runs, filling open machine capacity, and selling aged inventory for prime pricing. • Receives, generates and distributes Competitive Information Reports from Sales Managers as necessary. • Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues. • Works with sales and quality to supply customers with product samples and trial inventory to secure new business. • Regularly communicates with CLW outside sales contacts on opportunities and issues uncovered during regular job activities. • Inventory Management Implements and oversees customer offsite inventory programs, as needed, to meet market/customer needs and maintain targeted levels. • Manages input of sales orders utilizing Electronic Data Information (EDI). • Collaborates with sales, customers, and schedulers by analyzing and adjusting warehouse inventories as needed to ensure adequate turns are being met. • Coordinates customer needs with 3PL warehouse contacts. • Reviews aged inventory, looking for sales opportunities within customer territory. • Forecasting Performs regular review of customer shipment history versus forecast and provides recommended updates to Sales Manager/S&OP analyst. • Monitors customer order volumes to align with sales forecasts.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards • Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints • Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities • Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members • Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions • Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed • Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues • Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness • Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement • Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values

• Maintaining accurate records, databases and communication logs • Updating trackers and project information • Monitoring appointments, cancellations and access requests • Recording and tracking enquiries and complaints • Producing weekly and monthly reports • Supporting project mobilisation and administration • Preparing meeting agendas, minutes and action logs • Managing diaries and supporting scheduling activities • Providing general administrative support to the wider team