Customer Feedback & Experience

Ultimutt; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Ultimutt in Gurugram is seeking a dedicated CX professional to listen to every signal from customers and translate it into action that improves the next 1,000 grooming sessions. You will own post-session feedback, manage complaints, and inform grooming training, product decisions, and sales scripts.

You are Ultimutt's ear to the ground for customer sentiment and loyalty initiatives. You will analyze feedback, track NPS, and collaborate with ops to retain high-value customers and drive consistent

Qualifications

• Experience handling angry or grieving customers with empathy.
• Excellent written and spoken English communication.
• CRM basics — logging complaints, tracking resolutions, spotting patterns.

Responsibilities

• Own post-session feedback flow and ensure feedback is collected on every session.
• Manage complaints and escalations with clear resolutions within 48 hours.
• Produce weekly CX report and monthly quality insights to guide training, product and sales scripts.
• Identify patterns and share actionable recommendations with operations and the grooming training team.

Skills

Empathy

Active listening

Customer feedback

CRM software

NPS management

Tools

Google Business Profile

CRM system

Job description

Ultimutt is India's fastest-growing at-home pet grooming startup. Certified groomers come to your door - no salon, no cage, no stress. We operate across Gurgaon, South Delhi, and Faridabad. We are backed by Sparrow Capital and Prime Venture Partners.

Our 5.0 rating is our most valuable asset. This role exists to protect it, learn from every session, and ensure every pet parent feels heard, valued, and excited to come back.

The Role

This is not a call centre role. This is the person who listens to every signal - a 3-star review, a groomer note, a WhatsApp complaint, a compliment - and turns it into action that makes the next 1,000 sessions better than the last 1,000.

You will own the full post-session experience: feedback collection, review management, complaint resolution, and the insights that feed back into groomer training, product decisions, and sales scripts. You are Ultimutt's ear to the ground.

What You Will Own:

Post-session feedback

• Own the post-session feedback flow - WhatsApp surveys, in-app ratings, follow-up calls for low scores

• Ensure feedback is collected on every session - dog, cat, quick service, full groom

• Identify patterns - which groomers get consistent praise, which sessions generate complaints, which areas have quality gaps

• Share a weekly feedback summary with the groomer training team and operations

Own Ultimutt's NPS score - measure, track, and improve it monthly

Complaint and escalation handling

• First point of contact for all customer complaints - grooming quality, groomer behaviour, product reactions, scheduling issues

• Resolve escalations within 48 hours with a clear resolution, not just an apology

• Maintain a complaints log - categorised by type, groomer, area, and service

• Identify recurring complaint patterns and elevate to operations with specific recommendations

• Handle sensitive situations - pet health concerns, senior pet protocols, special needs animals - with extra care and documented follow-through

Retention and loyalty

• Work with the ops team to identify at-risk customers - those who gave low scores, complained, or have not rebooked

• Design and execute personalised win-back outreach for dissatisfied customers

• Flag high-value customers who have gone silent to the retention team

• Identify highly satisfied customers to support referral and review nudge campaigns

Insights and reporting

• Weekly CX report - NPS, review scores, complaint categories, resolution rate, feedback themes

• Monthly quality report - top groomer performers, recurring issues, training recommendations

• Deliver actionable insights to groomer training, sales, and product - not just data, but what to do with it

What You Must Know

• How to handle an angry or grieving customer — composure, empathy, and resolution, not script

• CRM basics — logging complaints, tracking resolutions, spotting patterns across large volumes

• Review platform management — Google Business Profile, App Store, Play Store response best practices

• WhatsApp as a CX channel — tone, speed, and how to de-escalate in text

• NPS and CSAT — what they mean, how to measure them, how to move them

• How to write a recovery message that genuinely rebuilds trust

What We Don't Want

• Someone who sends templated apologies and closes the ticket

• Someone who treats a 3-star review as acceptable

• Someone who cannot handle emotional or difficult conversations — pet parents are deeply attached to their animals

• Someone who collects feedback but never acts on it

• Someone who needs to be told to follow up — proactiveness is the entire job