Escalations Specialist

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

Job summary

Plum Benefits is seeking a Customer Success escalation specialist in Bengaluru to own and end escalations with a customer-obsessed mindset. You will collaborate across internal teams and liaise with insurers, analyzing data to spot patterns and drive improvements in ticketing journeys.

The role requires 2–4 years of experience with flawless written and verbal communication, empathy, and a knack for converting data into actionable steps for Ops, Sales and Product teams.

Qualifications

• 2-4 years of experience in customer success, operations, consulting or escalation handling.
• Flawless written and verbal communication; you write to resolve and de-escalate.
• Data comfort; you can toggle spreadsheets and spot signals in the noise; proficient in Excel/Sheets.
• Empathy; you understand escalation involves a human and you work to restore trust.

Responsibilities

• Collaborate with internal teams to resolve escalations promptly.
• Liaise with external teams, including insurers or partners, as needed.
• Analyze data to identify patterns and root causes of escalations.
• Take feedback to Operations, Sales and Product teams to improve processes.
• Operate multiple CRMs / tools to manage ticketing journeys.
• Visit insurers and occasionally customers to gather firsthand insights.

Skills

Customer obsession

Stakeholder communication

Data analysis

Problem spotting

Cross-functional collaboration

CRM tools

Tools

CRM tools

Excel

Google Sheets

Job description

About Plum

About PlumAt Plum, were redefining employee health insurance and wellness in India. But as we scale, excellence cant be optional, it needs to be perfect. Thats where you come in.

We're looking for someone who doesnt just manage escalations.

We're looking for someone who will end them.

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

What a day might look like

• You collaborate with internal teams.
• You liaise with external teams.
• You analyse data and are on a constant lookout for patterns.
• You take feedback to Ops, Sales and Product Teams.
• You operate multiple CRMs / tools.
• You visit insurers, and sometimes customers too.
• You are relentless at employee / HR / decision maker / CHRO / co-founder / insurer communication via ticketing journeys.
• 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 youll 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