Customer Success Manager Night S

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. 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.
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.
Go the extra mile to transform challenging situations into positive experiences, remaining flexible and available to support members in critical circumstances.
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.
• 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.

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.
Opportunities for personal and professional growth in a rapidly evolving industry.