Ethos Support

We’re hiring!

Applications are now open for the following positions:

• Customer Support Representative
• Technical Support Representative
• Recruitment Specialist
• IT Manager

These roles are remote, so if you’re interested in working from home and being part of the most flexible BPO, apply now!

APPLY HERE: ethossupport.com/jobs

Visit our job portal to see the full details and fill out the form.

We look forward to receiving your applications. 💙💛

"Over-automating the support journey is one of the biggest mistakes you can make," says our own Jon Mendoza, Senior Operations Manager.

Chatbots without an easy way to reach a real person don't just fail to help — they actively frustrate customers who are often already having a bad day.

Automation should speed up the path to a resolution, not become the resolution's biggest obstacle.

Technical support is hard. In-house technical support is even harder — especially when you're a growing business wearing five hats and watching your team burn out.

Our new guide breaks down how to outsource technical support the right way:

the real costs and risks, the 5 types of support you can outsource, how to vet a partner, and what actually happens once you sign. Link below. 👇

How to Outsource Technical Support The Right Way Technical support is hard. Providing in-house technical support is even harder. If your growing business has you putting on several hats and managing a burned-out team, technical support outsourcing might be the best option. Outsourcing tech support or IT support services can be the ticket to a bett...

AI can save your support team real time. Conversational AI alone can save agents up to 100 hours a week on repetitive queries.

But there's one implementation mistake that undoes all of that:
Using AI as a wall instead of a filter.

A wall blocks the customer from ever reaching a human.

A filter handles the easy stuff fast, then hands off cleanly to a person when it's needed, with context intact, not a fresh start.

The difference between those two is the difference between AI that builds trust and AI that erodes it.

"You can't train someone to genuinely care."

That's from our Senior Operations Manager, Jon Mendoza, on where a truly customer-centric culture actually starts. It's not during onboarding, but the interview room.

Skills can be taught. Experience can be earned.

But character and values are intrinsic, which makes hiring for alignment the single most powerful foundation for a support team that actually delivers.

Big question every growing business eventually has to answer: should your customer support be in-house, outsourced, or a mix of both? 🤔

There's no single right answer. It depends on your volume, your growth stage, and how much of your brand identity is tied to the support experience itself.

But a lot of businesses never make this decision on purpose. They just hire reactively as things get overwhelming, which usually costs more in the long run.

Worth thinking through deliberately, before you're in crunch mode.

Here's a stat worth sitting with: 43% of customers say one bad support experience is enough to lose them for good. 😳

And most won't even tell you why they left — they'll just quietly stop buying. That's what makes support quality such high-stakes work, even when it doesn't always feel like it day to day.

The good news? Getting this right pays off just as strongly in the other direction. Loyal, retained customers cost far less than chasing new ones.

Quick gut check: if someone asked what your company's customer service strategy actually is, could you answer in one sentence? 🤔

For most businesses, the honest answer is "we have a chatbot and a survey" — which is a set of tools, not a strategy. A real strategy means deciding who's doing the work, why, and what you're aiming for, before you pick a single tool.

We put together a full guide on building one the right way. Check it out — link below!

For our third edition of Agent Spotlight, we're introducing Priscy, our real-time analyst and all-around superstar.

Learn more about her role and what she loves about Ethos below. You're doing amazing, Priscy!💙

Escalations don't come out of nowhere. Somewhere in the case history, something went wrong but was ignored or sat too long.

Catching them while there's still time to do something about it is important to running a smooth business.

One habit that seems to help: two short, structured check-ins a day, one in the morning and one in the afternoon, built specifically around the signals that tend to precede an escalation.

We swiped through the idea and put together a quick breakdown of what to check and why it works.

Is escalation review a regular habit for you, or does it mostly happen after something has already gone sideways?