Operations Associate

Virtual Hire Staffing; India; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Fully remote work

Exposure to a rapidly scaling startup

Learning opportunity in multiple areas

Job summary

A staffing agency is looking for a Customer Operations Analyst to manage operations in India. This remote role involves responding to customer inquiries, onboarding boarding partners, coordinating bookings, and fostering community relations. The candidate should hold a Bachelor's degree, be fluent in Hindi and English, and possess strong communication and organizational skills. This position offers exposure to a rapidly scaling startup environment and may require 10%-15% travel.

Qualifications

• Bachelor's Degree required.
• Fluent in Hindi and English (spoken and written).
• Excellent communication and problem-solving skills.
• Comfortable interacting with customers, partners, and service providers.
• Curious and resourceful; able to learn systems quickly.
• Strong organizational skills and ability to manage multiple tasks.
• Comfortable using digital tools and spreadsheets.
• 0-3 years of professional experience preferred.

Responsibilities

• Respond to pet parent inquiries and resolve booking issues.
• Identify and onboard boarding providers in specific cities.
• Coordinate booking confirmations between pet parents and hosts.
• Build partnerships with local pet-related businesses.
• Support community engagement initiatives.

Skills

Communication skills

Problem-solving skills

Organizational skills

Fluent in Hindi and English

Curious and resourceful

Education

Bachelor's Degree

Tools

Digital tools

Spreadsheets

Messaging apps

Job description

The Customer Operations Analyst will serve as the operational backbone of Purfurry in India — ensuring seamless coordination between pet parents, boarding partners, and the Purfurry platform.

This role bridges the gap between technology, customer experience, and real-world boarding operations, ensuring that every booking and interaction reflects Purfurry’s brand promise: “Trusted Home Boarding for your Pets.”

You will help make the marketplace operational by supporting customers, onboarding partners, managing bookings, and building relationships with the pet care ecosystem.

Core Responsibilities

1. Customer Support & Experience

• Respond to pet parent inquiries through email, messaging platforms, and phone calls.
• Help customers navigate the Purfurry platform and resolve booking issues.
• Act as the first point of contact for booking concerns, cancellations, payment queries, and service feedback.
• Ensure high-quality and empathetic support, especially in sensitive situations involving pet safety or disputes.
• Identify recurring customer issues and collaborate with product/technology teams to improve platform experience.

2. Boarder On-boarding & Relationship Management

• Identify and onboard boarding providers in Pune, Mumbai and Bangalore.
• Vet potential boarders based on space quality, safety standards, and care practices before activation.
• Maintain ongoing engagement with boarders to ensure listings remain active, accurate, and responsive.
• Conduct periodic quality audits (virtual or in-person) to maintain service standards.
• Serve as the primary relationship manager for on-boarding partners.
• Establish the provider on-boarding and relationship management SOPs.

3. Booking Operations & Issue Resolution

• Coordinate booking confirmations and support smooth booking experiences between pet parents and hosts.
• Act as the escalation point for operational issues between customers and providers.
• Support resolution of disputes and gather necessary documentation in cases involving pet abandonment or platform policy violations.
• Maintain accurate operational records and help ensure compliance with platform policies.

4. Partnerships & Community Development

• Build partnerships with local pet shops, veterinary clinics, and pet cafes for referral programs and cross-promotions.
• Support community engagement initiatives that build trust among pet parents and providers.
• Help grow Purfurry’s local ecosystem in Pune, Mumbai and Bangalore through relationship-building and outreach.

Profile Fit

• Bachelor's Degree Required
• Fluent in Hindi and English (spoken and written)
• Excellent communication and problem-solving skills
• Comfortable interacting with customers, partners, and service providers
• Curious and resourceful — able to learn systems quickly and troubleshoot issues
• Strong organizational skills and ability to manage multiple operational tasks
• Comfortable using digital tools, messaging apps, and spreadsheets
• 0-3 years of professional experience preferred
• Startup or marketplace experience is a plus
• Background in pet care, customer experience, or community building is beneficial
• You should have your own laptop to work on Google sheets and other web based applications
• 10%-15% travel may be required

Company Benefits

• This role is fully remote with 10%-15% travel
• Exposure to a rapidly scaling start up environment
• Learning Opportunity with respect to Sales, Marketing, Operations and Customer Experience