Customer Success Associate – Escalations

1 week ago

Bengaluru, Karnataka, India Even Full time ₹ 6,00,000 - ₹ 12,00,000 per year

As a
Customer Success Associate – Escalations
, you will play a critical role in resolving complex and unforeseen customer issues across their lifecycle. From handling sensitive insurance claim disputes to addressing policy-related queries and managing unexpected escalations, your ability to respond with empathy, professionalism, and strong problem-solving skills will be pivotal in ensuring customer satisfaction. In this role, you will serve as a trusted escalation point, strengthening customer trust and loyalty through thoughtful communication and effective resolutions.

Key Responsibilities

  • Manage escalations across the customer lifecycle, including claim disputes, policy concerns, onboarding issues, and service-related complaints.
  • Act as the primary escalation point of contact, ensuring prompt, empathetic, and effective communication through both calls and emails.
  • Handle a mix of customer-facing communication channels (calls, emails, and other touchpoints) to ensure timely resolution of issues.
  • Collaborate closely with cross-functional teams, including Claims, Underwriting, Operations, Customer Support, Sales, and other stakeholders, to deliver accurate and consistent resolutions.
  • Provide clear, transparent, and empathetic explanations to customers regarding case outcomes or next steps.
  • Maintain detailed and accurate records of escalated cases, including follow-ups, communications, and resolutions, to ensure seamless tracking and reporting.
  • Engage with the medical team and actively participate in evaluation processes, reviewing documents or materials directly or indirectly associated with escalated cases.
  • Identify trends and recurring issues in escalations, proactively suggesting process improvements to enhance the customer experience.
  • Advocate for customers by understanding their needs and challenges, ensuring a customer-first approach in all interactions.
  • Go the extra mile to transform challenging situations into positive experiences, remaining flexible and available to support members in critical circumstances.

What We Are Looking For

  • 0 to 3 years of experience in customer success, support, account management, or customer-facing roles; freshers with strong communication skills are welcome to apply.
  • Excellent written and verbal communication skills in English, with the ability to explain complex issues clearly and courteously. Proficiency in local languages is an advantage.
  • Strong problem-solving abilities with a proactive approach to identifying and implementing solutions.
  • High levels of empathy and professionalism, especially when dealing with sensitive or escalated customer scenarios.
  • Ability to quickly learn and adapt to the nuances of insurance products, processes, policies, and medical reasoning.
  • Comfortable working in a dynamic, fast-paced environment, including rotating day and night shifts, as required.

Nice to Have

  • Familiarity with CRM tools such as Zoho Desk, Salesforce, or similar platforms.
  • Basic understanding of health insurance or prior experience in the insurance industry.
  • Experience in a startup or high-growth environment.
  • Academic or professional background in science.

What You Get In Return

  • Comprehensive health membership benefits for you and your family.
  • A collaborative, inclusive, and supportive work environment.
  • Opportunities for personal and professional growth in a rapidly evolving industry.

Skills: resolutions,escalation,communication

  • Customer Success Associate

    1 week ago

    Bengaluru, Karnataka, India Coffer Internet Services Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Title: Customer Success AssociateDepartment: Customer SuccessLocation: Bangalore (with 20% time travel across India for client visit)Employment Type: Full-TimeAbout the Role:We are looking for a proactive and customer-focused Customer Success Manager/Associate to join our growing team. The ideal candidate will be responsible for ensuring successful...

  • Associate, Customer Success

    1 week ago

    Bengaluru, Karnataka, India Unacademy Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Position : Customer Support AssociateExperience : 1 - 2 YearsLocation : Bengaluru (On-Site)About Us Unacademy is Indias largest learning platform, committed to making quality education accessible to all. With a learner-first approach, we aim to deliver seamless support across all touchpoints. We are looking for a Customer Support Associate to be the face...

  • Customer Success Associate

    9 hours ago

    Bengaluru, Karnataka, India Zarthi Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    About the Job Role:We are seeking a dedicated and data-driven Customer Success Associate to join our team. In this role, you will focus on improving the overall customer experience by managing key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs. You will conduct regular Business Reviews and Check-ins...

  • Customer Success Associate Manager

    6 days ago

    Bengaluru, Karnataka, India SpringPeople Software Private Limited Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Description Customer Success Associate Manager / Manager / Senior Manager As part of our Customer Success team, youll ensure customer satisfaction, retention, and long-term success. The role focuses on driving client outcomes through effective onboarding, engagement, and continuous value realization.Roles and ResponsibilitiesBuild strong, trusted...

  • Associate - Customer Success

    2 days ago

    Bengaluru, Karnataka, India ANSR Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position: Executive - Customer SuccessAbout the RoleWe're looking for a proactive Associate Customer Success Manager to champion customer satisfaction, retention, and growth for our SaaS product suite. This role is pivotal in customer onboarding, relationship management, and product advocacy.Key Responsibilities• Manage the setup and delivery for ANSR's...

  • Customer Success Associate

    4 days ago

    Bengaluru, Karnataka, India RetainIQ Full time ₹ 4,50,000 - ₹ 9,00,000 per year

    We're Hiring: Customer Success AssociateLocation:Bangalore (Work from Office, 2:00 PM – 12:00 AM IST)AtRetainIQ, we're not your average MarTech startup.We're redefining how Direct-to-Consumer (D2C) brands connect with their shoppers — globally. Our SaaS marketing platform powers email and SMS automation for some of the most ambitious e-commerce brands...

  • Customer Success Associate

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka OneCap Full time

    OneCap is a VC backed AI-powered FinOps startup that helps businesses streamline finance operations. We’re scaling rapidly with customers and ecosystem partners across India.Role OverviewWe’re looking for Customer Success Associates with 1+ year of experience in finance or customer-facing roles. You’ll work closely with product & sales teams and...

  • Customer Success Associate

    2 days ago

    Bengaluru, Karnataka, India Essvee Services Full time ₹ 7,20,000 - ₹ 10,80,000 per year

    Profile: Customer Success Associate (Inhouse Sales Executive) | Location: Bangalore | Experience: 2-3 years | Salary: 20-30k | Contact: Ritu WhatsApp or Call)Note: If you want your CV shortlisted, Copy, Paste and fill out the below form for a better response.Job Apply Link: Location: Bengaluru Department: Sales and Operations Experience: 2-3 years Budget:...

  • Senior Associate Customer Success

    4 days ago

    Bengaluru, Karnataka, India CleverTap Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the Role:We are looking for a Customer Success & Partner Operations Specialist to join our growing team. This role sits at the intersection of Customer Success and Partnership functions, enabling leadership with accurate reporting, insights, and operational excellence. You will work closely with Customer Success Directors, CMs, Finance, and Partner...

  • Sr. Escalation Specialist, BRP Escalations

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the...