Customer Success Executive- II

About Plum

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations.

Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own; and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance.

Plum is on a mission to insure 10mn lives by 2025. Backed by leading global investors including Tiger Global, and Sequoia Capital, we help companies care better for their employees by providing.

About the role:-

Having found exceptional product/market fit, we’re in the midst of transitioning from 'start-up' to ‘scale-up’, and looking for customer success champions who can help us deliver the best ever experience to our users.

We’re looking for outstanding Customer Success Executives to consistently deliver high customer satisfaction, and thrive in taking full ownership of delivering delight to our customers. You should understand the importance of customer success and take pride in going over and beyond to help the customers. You should put your customer first and should be passionate about helping people. You should have an ability to think on your feet to come up with creative solutions for customer issues.

We don’t pretend that it’ll be easy - joining a company and embarking on the scale-up phase is an amazing challenge, pushing well beyond the boundaries of natural growth cycles. You’ll move quicker than feels comfortable, and be brilliant at continually re-prioritizing what must get done to keep Plum growing month over month at the pace of the fastest growing SaaS companies in history.

• Help employees and employers use their health insurance and health benefits in the most seamless way possible
• Develop a deep level of understanding and knowledge of the entire product, systems and processes
• Address queries regarding the product and service in a timely and accurate way via phone
• Develop and implement processes on Level 1 support
• Meet response time and quality requirements for queries on claims and support 
• Coordinate with insurance partners for resolution/clarifications if needed
• Interact with internal and external teams to ensure quick resolution of customer issues
• Drive 100% customer retention by delivering extraordinary experience
• You will be solely responsible for effective support on the night shift for customers.

• At most 2 years of experience in customer service/support on voice/chat/email 
• Great command of English (both oral and written)
• Comfortable using modern tools like Intercom, Slack, Freshworks, Google Suite and Hubspot
• Ideally worked at a startup
• Comfortable working in a night shift

• It will be a 5 day's night shift, remote working
• Week-offs will be rotational