About Plum We are making health insurance - simple, accessible and affordable. Hundreds of businesses of all sizes from startups to large corporates trust Plum for their employee's health protection. Healthcare in India is seeing a phenomenal shift. Healthcare cost is seeing an inflation that is three times the general inflation. Treatments of diseases including Covid-19 can wipe out entire household savings. Majority of Indians won't be able to afford a health insurance on their own. As many as 600mn Indians would depend on employer-sponsored insurance. Enter Plum. Plum is re-imagining the health insurance stack, and accelerating the penetration of health insurance in India to 100%. Plum has forged new underwriting and fraud detection algorithms to enable companies as small as 2 to benefit from a group insurance. The platform enables realtime insurance design & pricing to enable companies to buy insurance in 3-clicks. And offers employees a hassle-free claims experience through an integrated digital process. Plum is backed by leading global investors including Tiger Global, Sequoia Capital, Tanglin Ventures and Incubate Fund (read more here) About the role The Customer Success Team at Plum is the guardian of user experience of all Plum members. The head of the support function oversees the deliverables of a large team of highly enthusiastic team members. An ideal candidate loves crunching numbers and relies on data to make decisions that contribute to incremental change. This is a 0-1 role where you will be directly involved in acclimatising the existing set up to deliver a world class experience. Interaction at Plum happens over email, chat, voice and video modes. You will own the interaction KPI of all modes of user communication. Roles and Responsibilities : - Own all metrics around speed and delight : Our users love lightening quick resolutions and engaging conversations. You will spearhead all initiatives and further own quality of user engagement - Manage a large team of customer success associates and managers : Folks at Plum are ambitious and you will channelize this energy towards delivering an empathetic experience. You will stoke the required hustle and enhance the overall development of team members - Introduce best practices on quality of support : You will sample conversations and build set pieces that will consistently audit user conversations and further contribute to deliver a best in class user engagement - Ensure preparedness for weekly and monthly reviews : You will own the visualisation and presentation of OKR data for all weekly, monthly and quarterly reviews - Analyze trends, trigger alarms, influence change : You will spot the difference between an ideal state and a deviated one. At each occurrence, you will liaise with respective stakeholders and not only hold a red flag, also provide structural solutions and avoid recurrence Skills and Qualifications : - You are the best communicator around : Your written and verbal communication is world class. You are someone who can transfer this skill to your colleagues - Thought leadership : Your leverage the deep understanding of the customer success space and your recommendations influence customer success strategy - Your love being a taskmaster : You are not bored too easily with repeated tasks. You like chasing the set goals aggressively, each task at a time, continuously - Super in math : You know your way around numbers. You rely on data for decision making - Use of modern CRM tools : You have established comfort levels in navigating CRM applications like Freshdesk, Hubspot, Intercom etc or similar. MS Office, Google Suite are table stakes in your resume - Your past : You have 8-10 years of working experience in a leadership/team management role in an internet company or a service company or a SaaS business that is known for customer obsession. You have enjoyed ambiguity and are calm in an environment of hustle

Bangalore

Plum - Head - Support - Customer Success 

Plum - Head - Support - Customer Success  ,Job Description for Plum - Head - Support - Customer Success  in Plum Benifits in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Plum - Head - Support - Customer Success  in Plum Benifits in  Bangalore for (8-12) years of experience. Apply Now!