Customer Success Executive

About the role Having found exceptional product/market fit, we’re in the midst of transitioning from 'start-up' to ‘scale-up’, and looking for customer success champions who can help us deliver the best ever experience to our users. We’re looking for outstanding Customer Success Associates who have consistently delivered high customer satisfaction, and thrive in taking full ownership of delivering delight to our customers. You should understand the importance of customer success and takes pride in going over and beyond to help the customers. You should put your customer first and should be passionate about helping people. You should have an ability to think on the feet to come up with creative solutions for customer issues. We don’t pretend that it’ll be easy - joining a company and embarking on the scale-up phase is an amazing challenge, pushing well beyond the boundaries of natural growth cycles. You’ll move quicker than feels comfortable, and be brilliant at continually re-prioritizing what must get done to keep Plum growing month over month at the pace of the fastest growing SaaS companies in history. Roles and Responsibilities : Help employees and employers use their health insurance and health benefits in the most seamless way possible Develop a deep level of understanding and knowledge of the entire product, systems and processes Address queries regarding the product and service in a timely and accurate way via phone, email or chat Develop and implement processes on support Meet response time for queries in support Coordinate with insurance partners for resolution/clarifications if needed Interact with internal and external teams to ensure quick resolution of customer issues Drive 100% customer retention by delivering extraordinary experience Experience and Qualifications : At most 3 years of experience in customer service/support on voice/chat/email Great command of English (both oral and written) Comfortable using modern tools like Intercom, Slack, Freshworks, Google Suite and Hubspot Ideally worked in a fast-paced startup environment Additional Info: It will be 5 days onsite working. Week-offs will be rotational. Show more Show less