About this opportunity
This role works directly for Ethos and is based in our London HQ, in Kings Cross. Successful candidates will be required to work in the office Monday – Thursday with Friday working remote.
About Ethos
Ethos is on a mission to make human opportunity abundant with AI. We use cutting-edge AI to match experts to paid opportunities at scale, from AI model training, investment research to full-time roles. We now pay out more than $1M/day to experts globally. Backed by world-leading investors including a16z, General Catalyst, XTX and more. The role We're looking for a Customer Support Associate to be the first point of contact for our experts, the specialists whose work helps leading AI labs and other frontier clients build better models. You'll own their support cases from first message to final fix, and make sure every expert who gets in touch leaves with their problem solved and their trust in us intact. You'll work closely with teams across the business to get to the bottom of each issue. You'll work with our AI agent to draft the first reply, making sure it's accurate, complete and sound like it comes from a person who cares. How experts feel about working with us depends on you. This is a high volume inbox and cases come in quickly. Some are quick fixes, and some are tricky ones like a paused account or a disputed payment. We need someone who enjoys getting stuck in. You won't pass problems on; you'll chase them down, know when to escalate and to whom, and spot the patterns that point to a bigger fix. What you'll do Own and resolve expert support cases from first message to final fix Not just replying to emails, but working with other internal teams to resolve cases, knowing when to escalate and to whom Review and refine AI-drafted replies before they go out, making sure every response is accurate, complete and written in a warm, human tone Spot recurring issues in the inbox, flag the root cause to the right team Who you are You've resolved complex customer issues at scale, for example in complex case handling or billing resolution A natural investigator: you connect with who you need to to be able to resolve a case Proactive and independent: you take initiative, and can be handed something urgent and just get it done A warm, clear writer who can give difficult news, such as a paused account or a disputed payment, with empathy Exceptional attention to detail Comfortable with pace and ambiguity in a fast-moving tech startup, and happy to ask rather than guess Curious about technology and quick to learn new tools – technical skills are a plus Why join Ethos Work at the centre of the AI industry, on projects that shape how the next generation of AI is built Be part of an ambitious team building something genuinely new, leveraging AI for the future of expertise We've grown revenue 84x since our Series A in March 2026, and we're only just getting started! Real ownership from the start. You'll run your own workstreams, not shadow someone else's
Key requirements
Customer support experience in a high volume fast paced tech company Resolved complex customer issues at scale, for example in complex case handling or billing resolution A natural investigator: you connect with who you need to to be able to resolve a case Proactive and independent: you take initiative, and can be handed something urgent and just get it done A warm, clear writer who can give difficult news, such as a paused account or a disputed payment, with empathy Exceptional attention to detail Comfortable with pace and ambiguity in a fast-moving tech startup, and happy to ask rather than guess Curious about technology and quick to learn new tools – technical skills are a plus Must be able to work in person in London office and therefor based within commuting distance to Kings Cross. Monday – Thursday in person, Friday remote.