Escalations Manager

About Plum

At Plum, we’re redefining employee health insurance and wellness in India. But as we scale, excellence can’t be optional, it needs to be perfect. That’s where you come in.

We’re looking for someone who doesn’t just manage escalations.

We’re looking for someone who will end them.

You are natural at the below

1. You are unreasonably customer obsessed
2. You can cut through noise and create solutions
3. Your ability to write to stakeholders is clear and compelling
4. Your ability to talk to your stakeholder builds trust and drives action
5. You love to own vs pass/point
6. You love data and its accurate interpretations
7. You know how to spot a problem before it becomes large

What a day might look like

1. You collaborate with internal teams
2. You liaise with external teams
3. You analyse data and are on a constant lookout for patterns
4. You take feedback to Ops, Sales and Product Teams
5. You operate multiple CRMs / tools
6. You visit insurers, and sometimes customers too
7. You are relentless at employee / HR / decision maker / CHRO / co-founder / insurer communication via ticketing journeys
8. When you spot a knowledge gap, you will invest training effort and create awareness

What success looks like

Your 3 core OKRs:

• Reduce escalations by 90% from current volume
• When escalated, drive an CSAT of 90%
• Close the loop and solve every case in under 7 days.

What you’ll need to thrive

• 2-4 years of experience in customer success, ops, consulting or escalation handling
• Flawless written and verbal communication. You write to resolve. You speak to de-escalate
• Data comfort. You can toggle spreadsheets and spot the signals in the noise. Are fluent in Excel/Sheets and you love data
• Empathy. You understand that behind every escalation is a human who trusted us, and you work to restore that trust

Bonus if you have

• Experience working directly with CXOs or external partners (like insurers or B2B clients)
• Handled high-stakes escalations in a regulated or complex domain (e.g. fintech, healthtech, insurtech)
• Built playbooks, SOPs, or trained internal teams
• Worked cross-functionally across product, ops, and customer teams.
• Startup / 0-to-1 exposure