Objective of the Role:

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, on-boarding 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