Plum - Assistant Manager - Customer Success/Support

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:
Team Management & Performance:
- Lead, mentor, and manage a team of 1020 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.
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.
Quality, Compliance & Customer Experience:
- Partner with Quality, Training, and Product teams for:
- Root Cause Analysis (RCA).
- Error reductions.
- 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.