Assistant Manager, Customer Success (Support)

Plum; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading health insurance provider in Bengaluru seeks an Assistant Manager, Customer Success to lead a high-performing customer experience team. The role involves managing service delivery, ensuring SLA adherence, and mentoring a team of advisors. The ideal candidate will have 4–7 years of experience in customer operations and preferably in health insurance or insurtech. This position offers an opportunity to drive customer experience excellence and team development in a full-time capacity.

Qualifications

• 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.

Responsibilities

• Lead, mentor, and manage a team of 10–20 customer service advisors.
• Ensure achievement of SLAs including Answer Rate and Quality Scores.
• Act as the first level of escalation for complex customer situations.

Skills

Strong communication skills

People leadership

Crisis handling

Data-driven decision making

Hands-on experience with Excel and CRM tools

Education

Graduate/Postgraduate in any discipline

Tools

Excel

Zendesk

Freshdesk

Salesforce

Job description

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

1. Team Management & Performance

• Lead, mentor, and manage a team of 10–20 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.

2. Service Delivery & SLA Ownership

• Ensure consistent achievement of SLAs including Answer Rate / Response Time, 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.

3. 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.

4. 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.

5. Reporting & Business Insights

Prepare and present:

• Daily/Weekly performance dashboards.
• SLA adherence reports.
• Escalation and complaint trends.
• Use data insights for predictive staffing, workload balancing, and process improvements.

6. 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.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Customer Service
• Insurance