Why This Role Matters

We’re looking for a leader for Customer Success who will head our Customer Support function, someone who can architect the future of support at Plum. You will shape how we deliver care, empathy, and resolution at scale, owning the end-to-end experience across our insurance, healthcare, and wellness verticals.

This is not just a support leadership role, it’s a mission-critical opportunity to define what "world-class support" looks like in insurtech. If you're passionate about building high-impact teams, love solving complex customer journeys, and want to work on a product that touches lives meaningfully every day, this is your calling.

What You’ll Own

1. Leadership & Strategy

• You will be contributing to Customer Success as a leader 

• Own and evolve the customer support vision, aligned with Plum’s business goals and customer promise.

• Build and inspire a multi-layered team across claims and support, nurturing future leaders.

• Be the voice of the customer in strategic conversations and influence product, business, and technology roadmaps.

2. Operations & Systems

• Architect scalable, tech-enabled support processes and SOPs across channels (chat, email, voice).

• Drive operational excellence using platforms like Zendesk, Metabase, and Ozonetel, while championing automation and self-serve.

• Own SLA delivery, escalation frameworks, and quality metrics - creating a culture of accountability and continuous learning.

• Part of key internal project across Customer Success

3. Customer Experience & Advocacy

• Deliver measurable improvements in CSAT, NPS, FCR, and other key KPIs.

• Create feedback loops between customers and internal teams to eliminate friction and build proactive support models.

• Shape customer education programs that empower users and reduce inbound volumes.

• Awareness of the leading Customer Experience themes/ techniques being used in the market and implementing the same for both experience and driving cost

4. Cross-functional Collaboration

• Partner deeply with Engineering and Product teams to improve tools and issue triaging.

• Work hand-in-hand with Business and Customer Success teams to ensure consistency across the customer lifecycle.

• Lead with empathy while bringing operational clarity to cross-functional initiatives.

5. Insights & Analytics

• Define what success looks like - set the right KPIs, measure what matters, and surface actionable insights.

• Build dashboards and narratives that inform resourcing, planning, and decision-making at the leadership level.

6. People & Culture

• Hire, mentor, and develop a young, dynamic support team that thrives in ambiguity and scale.

• Conduct regular team health checks, performance reviews, and feedback loops to keep morale and alignment high.

• Champion a people-first culture rooted in ownership, empathy, and performance.

What We’re Looking For

• 12-15 years of total experience with at least 5 years in a leadership role

• Experience in Operations or Customer Success functions, like Customer Support, backend processing

• Proven experience scaling Customer Success / Operations teams in high-growth environments. Preference for Startups, SaaS, insurtech/insurance, fintech, BFSI or healthcare. 

• Strong command over Customer Support tools, CRM platforms, and analytics tools; able to use data as a compass.

• Strategic thinker with strong execution muscle—able to zoom in and out with ease.

• Deep empathy for customers and a relentless drive to make their experience better every day.

• Excellent communicator and collaborator who builds trust across teams and levels.

What You'll Get at Plum

• A team of passionate, ambitious folks who care deeply about impact and ownership.

• The opportunity to shape the future of healthcare for millions of working Indians.

• An environment that invests in your growth and challenges you to raise the bar.

• A chance to build something truly meaningful - with heart, hustle, and humanity.