Assistant Manager, 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; 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

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

3. Drive daily productivity, quality, and compliance against KPIs.
4. Conduct regular 1:1s, performance reviews, coaching, and corrective action plans.

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

6. Service Delivery & SLA Ownership

7. Ensure consistent achievement of SLAs including:

8. Answer Rate / Response Time
9. Resolution TAT
10. Quality Scores
11. CSAT / NPS
12. Act as the first level of escalation for complex customer situations.

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

14. 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.

• 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.

• 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.

• 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.