Support Executive - Customer Success

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 provide the highest quality insurance and healthcare to 10 million lives by FY2030, through companies that care. Plum is backed by Tiger Global and Peak XV Partners.

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 Support Executives who have consistently delivered 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 the 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-prioritising what must get done to keep Plum growing month over month at the pace of the fastest growing SaaS companies in history.

Roles and Responsibilities :

• Along with creating delightful experiences via the helpdesk setup, you will be responsible for achieving the OKRs of the Support team.
• Help employees and employers use their health insurance and health benefits in the most seamless way possible.
• Develop a deep understanding and knowledge of the entire product, systems and processes.
• Address queries regarding the product and service in a timely and accurate way via the helpdesk setup at customer locations, email and phone.
• You will meet response and resolution time for queries in support. 
• Coordinate with insurance partners for resolution/clarifications where needed.
• Interact with internal and external teams to ensure quick resolution of customer issues.
• Drive 100% customer retention by delivering an extraordinary experience.
• The location of the helpdesk will be across Bangalore and the company shall provide support on transportation cost, he helpdesk will be scheduled as per client requirements 

Experience and Qualifications :

• At least 1-1.5 years of experience in customer service/support in an insurance company or TPA.
• Experience with on-site / helpdesk will be an added advantage.
• Your written and verbal communication should be world class. You are someone who can transfer this skill to your colleagues.
• You are not bored too easily with repeated tasks. You like chasing the set goals aggressively, each task at a time, continuously.
• You have established comfort levels in navigating CRM applications like Zendesk, Salesforce, Intercom etc or similar. MS Office, Google Suite are table stakes in your resume.