Pliant Plastics Corporation

Customer Support

• Define and own the global customer service strategy, translating objectives into annual operating plans with OKRs, budgets, and headcount
• Continuously assess service channels and technologies and identify opportunities for efficiency and sustainability
• Build and evolve a multi-channel customer service operating model (chat, phone, email, in-app) across geographies
• Maintain KPI tracking for CSAT, NPS, response/resolution times, and escalation rates; drive root-cause analysis and long-term improvements
• Sponsor automation, tooling, and AI/CRM initiatives with Product, Engineering, and Data teams
• Manage, mentor, and inspire a distributed organisation of service leaders and specialists; create quality programmes and career frameworks
• Scale the team in line with customer-base growth while maintaining service levels
• Serve as executive point of contact for complex customer issues and escalations, ensuring transparent communication and rapid resolution
• Oversee compliance with regulatory and scheme-related service obligations and collaborate with Risk, Fraud, Payments, and Compliance for sensitive cases
• Act as the voice of the customer in product discovery, policy decisions, and go-to-market planning; ensure customer readiness for launches

Head of Customer Service

• Define and own the global customer service strategy that supports growth, retention, and customer experience goals; translate objectives into annual operating plan with OKRs, budgets, and headcount
• Continuously assess service channels, technologies, and customer needs to identify opportunities for efficiency and sustainability
• Build and evolve a customer service operating model covering multi-channel support (chat, phone, email, in-app) across geographies
• Maintain KPI tracking for CSAT, NPS, first response/resolution times, and escalation rates; drive root-cause analysis and long-term improvements
• Sponsor automation, tooling, and AI/CRM initiatives in partnership with Product, Engineering, and Data teams
• Manage, mentor, and inspire a distributed organization of service leaders and specialists; create a culture of empathy, accountability, and continuous improvement through structured quality programs and career frameworks
• Scale the team in line with customer base growth while maintaining best-in-class service levels
• Serve as the executive point of contact for complex customer issues and escalations, ensuring transparent communication and rapid resolution
• Oversee compliance with regulatory and scheme-related service obligations, ensuring controls and protocols are tested and continuously improved
• Collaborate with Risk, Fraud, Payments, and Compliance leaders to handle sensitive cases with rigor and professionalism
• Act as the voice of the customer in product discovery, policy decisions, and go-to-market planning; partner with Product and Engineering on new features and launches to ensure customer readiness and smooth rollouts

Account Manager

• Identify, engage, and convert US insurance and benefits organizations (P&C/Life/Health carriers, MGAs, TPAs, benefits administrators, provider networks, self-funded employer plans, insurtechs)
• Own the full sales cycle for complex, multi-stakeholder enterprise deals — discovery, value mapping, solution design, ROI, security/compliance reviews, proposal, negotiation, and close
• Articulate vertical messaging and value cases for use cases such as claims payouts, provider/vendor payments, broker commissions, premium refunds, and benefit/stipend cards
• Build ecosystem co-selling and partnership motions with ISVs, SIs, benefits platforms, sponsor banks, and processors to accelerate deals
• Coordinate RFPs, infosec, and compliance reviews (SOC 2, PCI DSS, HIPAA BAAs/DPAs, GLBA) with Product, Security, and Legal
• Feed structured field feedback into product and GTM roadmap on integrations, SLAs, payout rails, reconciliation/reporting, and claims/benefits workflows
• Maintain accurate pipeline and activity data in HubSpot/Salesforce with crisp forecasting and stakeholder mapping
• Track US insurance/benefits market intelligence and partner with Marketing on campaigns, events, case studies, and co-marketing
• Travel occasionally to clients, team onsites, and industry events (e.g., ITC Vegas, RIMS, AHIP, SIIA)

Head of Customer Service

Head of Customer Service

Head of Partnerships, Insurance & Benefits