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
