Customer Success Specialist

About Plum

Plum is an employee insurance and health benefits platform built to make healthcare coverage easier to understand, easier to access, and more inclusive for modern workplaces. With healthcare costs in India rising at nearly three times the rate of general inflation, a large share of the population cannot afford private health insurance independently. As a result, employer-sponsored insurance is expected to remain the main source of cover for around 600 million Indians. Plum’s mission is to help companies that care provide high-quality insurance and healthcare access to 10 million lives by FY2030. The company is backed by Tiger Global and Peak XV Partners.

About the Role

The Strategic Accounts Servicing team handles dedicated processing and servicing for health claims tied to key strategic accounts. The focus of the role is to ensure claims are managed smoothly, resolved on time, and supported with a high level of service tailored to each client’s needs. This function acts as the primary contact for claims-related questions and workflows, improves client confidence, and contributes to ongoing service improvements. The team also works to refine claims operations, keep communication flowing between all stakeholders, and use insights from day-to-day work to strengthen the overall client experience while supporting broader business objectives.

Responsibilities

• Own the complete process for cashless and reimbursement claims for employees, including coverage checks, document review, insurer coordination, customer communication, and accurate claim closure.
• Review policy terms and confirm whether a claim qualifies under the applicable insurance coverage and conditions.
• Handle customer and stakeholder queries over phone and email regarding claim progress and related issues.
• Coordinate with hospitals, healthcare providers, and insurance partners to gather clarifications or additional information whenever needed.
• Identify, investigate, and close discrepancies or processing issues quickly to maintain accuracy and turnaround targets.
• Work closely with internal teams, account HR partners, and employees to ensure a positive end-to-end experience.
• Keep employees proactively updated on claim progress and any important communication.
• Maintain clear, complete records of all claim activities, correspondence, and transactions for audit and documentation needs.
• Follow agreed service levels and performance standards for turnaround time, correctness, and customer satisfaction.
• Strive to achieve an NPS score of 90+ for the claims managed.

Requirements

• Minimum 2 years of experience in customer-facing roles.
• Prior exposure to voice-based support will be an advantage.
• Hands-on experience with cashless claims or TPA processes.

Additional Information

This is a 5-day onsite role in Bengaluru, Karnataka. Working days follow a rotational weekly off pattern, and shifts are rotational as well.