Operations Executive

Keka Technologies Private Limited; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Supertails is seeking a proactive Operations Executive to support day-to-day operational processes, including ticket management, process tracking, and cross-team coordination. The role involves outbound calls to customers when follow-ups are needed and maintaining logs to ensure timely resolution.

You will collaborate with Support, Quality, and Tech teams to drive process improvements, adhere to SOPs, and compile performance metrics.

Qualifications

• Excellent communication and organizational skills.
• Analytical mindset with attention to detail.
• Ability to multitask and work under minimal supervision.
• Excellent call handling and customer-focused approach.

Responsibilities

• Ticket Management & Assignment: monitor, assign, track, and escalate tickets as needed.
• Process Tracking & Reporting: monitor processes, produce RCA, suggest improvements, maintain logs.
• Operational Coordination: liaise across Support, Quality, Tech for smooth execution; support SOP adherence; collect and analyze data and prepare performance reports; serve as a bridge between customers and doctors.

Skills

Strong communication

Organizational skills

Analytical mindset

Multitasking

Customer-centric approach

Tools

Excel/Sheets

Freshdesk

Job description

We are seeking a proactive Operations Executive to support day-to-day operational processes.

The role includes ticket management, process tracking, and coordination between teams and customers to ensure smooth ticket resolution. The candidate should be comfortable in handling outbound calls to customers, especially in cases where customers are not responding to doctors' calls or operational follow-ups.

Key Responsibilities

• Ticket Management & Assignment
  • Monitor incoming tickets and assign them to the appropriate team members or departments.
  • Track ticket status to ensure timely resolution and escalation when needed.
  • Maintain service-level timelines and follow up on pending tickets.
• Process Tracking & Reporting
  • Track ongoing operational processes and identify bottlenecks or delays.
  • Prepare and share daily/weekly operational RCA and new ideas if any.
  • Maintain accurate documentation and logs of operational workflows.
• Operational Coordination
  • Coordinate between cross-functional teams (Support, Quality, Tech, etc.) for smooth execution.
  • Support process improvement initiatives and ensure adherence to standard operating procedures (SOPs).
  • Handle day-to-day administrative and process-oriented tasks to support operations.
  • Collect and analyze operational data to identify trends or areas for improvement.
  • Assist in preparing performance metrics and process compliance reports.
  • Act as a bridge between customers and doctors..
  • Make outbound calls to customers if they are not responding to doctors' calls or
  • Collecting details timely with customers through calls, emails, or messages.
  • Handle customer interactions professionally with clarity, empathy, and ownership.
  • Coordinate internally to ensure customer concerns are resolved promptly and accurately.

Skills & Qualifications

• 1-3 years of experience in operations, coordination, or customer support roles.
• Proficient in Excel/G-Sheets, ticketing systems (e.g Freshdesk), and reporting tools.
• Strong communication and organizational skills.
• Ability to multitask and work under minimal supervision.
• Excellent call handling and communication skills with a customer-centric approach.
• Analytical mindset with attention to detail.

Key Attributes

• Process-driven and accountable.
• Proactive problem solver with ownership mindset.
• Collaborative and team-oriented.
• Quick learner and adaptable to changing priorities.

Work Schedule

• [Day Shift/Rotational / Flexible based on business needs]

About Supertails

Supertails is on a mission to revolutionize pet care in India. We're a digital-first, omnichannel platform offering veterinary care, behavioral training, and a curated selection of pet supplies, all designed to empower pet parents to give their furry companions the best quality of life.

As we expand our offline healthcare footprint, we're building a network of advanced pet healthcare clinics across India, and we're looking for passionate professionals to help us bring this vision to life.

Why Join Supertails?

• Be part of a fast-growing startup transforming pet healthcare in India.
• Work with a passionate, cross-functional team driving real impact.
• Opportunity to own end-to-end expansion outcomes and shape our clinic networkfootprint.