Escalations Manager

As an Escalations Manager at Plum's Founders Office, you will play a crucial role in managing and resolving escalations effectively. Your primary focus will be on ensuring exceptional customer experience by addressing and resolving issues promptly. Here is what you can expect in this role: Role Overview: You will be responsible for managing escalations effectively and ensuring timely resolution. Your role will involve collaborating with internal and external teams, analyzing data to identify patterns, and providing feedback to Operations, Sales, and Product teams. Additionally, you will be required to communicate with various stakeholders, including employees, HR personnel, decision-makers, CHROs, co-founders, insurers, and customers. Key Responsibilities: - Collaborate with internal and external teams to address escalations. - Analyze data and identify patterns to proactively address potential issues. - Provide feedback to Operations, Sales, and Product teams based on escalation trends. - Utilize multiple CRMs and tools to manage escalations efficiently. - Communicate effectively with stakeholders via ticketing journeys to build trust and drive action. - Conduct training sessions to bridge knowledge gaps and create awareness among teams. Qualifications Required: - Minimum of 3 years of experience in customer success, operations, consulting, or escalation handling. - Excellent written and verbal communication skills, with a focus on resolving issues and de-escalating situations effectively. - Proficiency in data analysis using tools like Excel/Sheets to identify key insights. - Strong empathy towards customers and a commitment to restoring trust in every interaction. Plum is a company that is redefining employee health insurance and wellness in India. As we strive for excellence in our services, we are looking for individuals who are passionate about delivering exceptional customer experiences and driving positive outcomes. If you have experience working with CXOs or external partners, handling high-stakes escalations, or collaborating across different functions, it would be considered a bonus.,