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; as many as 600 million Indians may 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

The Assistant Manager - Customer Success plays a pivotal role in managing a high-performing customer experience team that handles voice, email, and chat support across health insurance, claims, and policy servicing.

This role acts as a bridge between frontline execution and CX leadership by ensuring SLA adherence, service excellence, team development, and process improvement.

The Assistant Manager will drive day-to-day delivery, coach and mentor advisors, address escalations, and partner with internal and external stakeholders to elevate customer experience at scale.

Role Responsibilities

1. Team Management & Performance

• Lead, mentor, and manage a team of 10–20 customer service advisors across calls, emails, and chat.

• Drive daily productivity, quality, and compliance against KPIs.

• Conduct regular 1:1s, performance reviews, coaching, and corrective action plans.

• Develop bench strength and succession planning for future leadership roles.

2. Service Delivery & SLA Ownership

• Ensure consistent achievement of SLAs including:

• Answer Rate / Response Time

• Resolution TAT

• Quality Scores

• CSAT / NPS

• Act as the first level of escalation for complex customer situations.

• Monitor queue health, volumes, and backlog trends in real time.

3. Quality, Compliance & Customer Experience

Partner with Quality, Training, and Product teams for:

• Root Cause Analysis (RCA)

• Error reduction

• Process adherence

• Ensure compliance with IRDAI regulations, data privacy, and partner SLAs.

• Foster a customer-first, ownership-driven culture within the team.

4. Stakeholder & Partner Management

Coordinate with internal and external stakeholders including:

• Insurers & TPAs

• Product & Operations teams

• Brokers and HR/Admin stakeholders

• Resolve customer-impacting delays and act as a representative of customer voice in internal discussions.

5. Reporting & Business Insights

Prepare and present:

• Daily/Weekly performance dashboards

• SLA adherence reports

• Aging & backlog analysis

• Escalation and complaint trends

• Use data insights for predictive staffing, workload balancing, and process improvements.

6. Process Excellence & Continuous Improvement

• Identify gaps in SOPs and support enhancements.

• Lead workflow improvements, automation initiatives, and documentation updates.

• Support UATs, migrations, tool adoption, and new launches.

Role Requirements

• Graduate/Postgraduate in any discipline.

• 4–7 years of total experience in customer operations/contact center.

• Minimum 1–3 years of experience in a Team Lead / Assistant Manager role.

• Experience in health insurance/insurtech/BFSI or high-volume customer operations preferred.

• Hands-on experience with Excel, data analysis, and CRM tools (Zendesk/Freshdesk/Salesforce).

• Strong communication skills (verbal and written).

• Strong people leadership, stakeholder management, and crisis handling.

• High ownership, data-driven decision making, and ability to operate in a fast-paced environment.