Assistant Manager - Customer Excellence

About Us

ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.

Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.

We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.

At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.

After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.

About the role:

• Develop a deep understanding of existing process flows, applications and customer journeys to be able to get an in depth view of the business and product
• Build a strong outlook towards constantly improving the customer experience journey at Acko
• Analyze customer escalations in-depth to identify key failure points/root causes that led to the escalation
• Liaise with the business teams to identify and fix process/product gaps, share other improvement opportunities etc. to strengthen the customer experience journey
• Create and share a detailed RCA document along with case details, proposed short/long term solutions and timelines to address the root causes
• Constantly challenge status quo to redefine and improve existing processes
• Take ownership of building robust Standard Operating Procedures (SOPs) and scripts to provide a unique and bespoke experience to Acko customers
• Send out regular LOB wise RCA status updates, quantify impact of escalations on metrics, share trends/other observations etc.
• Share business level insights/findings based on RCA and analysis of escalations for relevant teams to take forward
• Contribute in organization level initiatives pertaining to customer experience
• Streamline/standardize processes across multiple LOBs and work with stakeholders to ensure best in class customer experience is delivered at Acko