At Plum, we’re redefining employee health insurance and wellness in India. But as we scale, excellence can’t be optional, it needs to be perfect. That’s where you come in.
We’re looking for someone who doesn’t just manage escalations.
We’re looking for someone who will end them.
Your 3 core OKRs:
Reduce escalations by 90% from current volume.
When escalated, drive an CSAT of 90%.
Close the loop and solve every case in under 7 days.
2-4 years of experience in customer success, ops, consulting or escalation handling.
Flawless written and verbal communication. You write to resolve. You speak to de-escalate.
Data comfort. You can toggle spreadsheets and spot the signals in the noise. Are fluent in Excel/Sheets and you love data.
Empathy. You understand that behind every escalation is a human who trusted us, and you work to restore that trust.
Experience working directly with CXOs or external partners (like insurers or B2B clients)
Handled high-stakes escalations in a regulated or complex domain (e.g. fintech, healthtech, insurtech)
Built playbooks, SOPs, or trained internal teams.
Worked cross-functionally across product, ops, and customer teams
Startup / 0-to-1 exposure
