Website:
gonanny.in
Job details:
About GoNanny
GoNanny is a hyper-growth consumer tech startup on a mission to revolutionize the childcare and domestic assistance space in India. Backed by renowned Angel Investors and top-tier VCs, we are building a reliable, high-quality ecosystem that seamlessly connects families with trained, professional nannies.
We do not just provide a service; we position ourselves as a trusted partner in the journey of parenthood. We are scaling rapidly and actively building the foundational teams that will drive our next phase of exponential growth. At GoNanny, you won’t just be an employee—you will be a builder shaping the future of organized childcare in India.
The Role
As an Associate – Customer Service, you are the heartbeat of GoNanny’s operations. You will not just be handling calls; you will be acting as a trusted consultant for anxious parents and a career counselor for nannies. Your primary responsibility is to understand the deeply personal pain points of families, capture their specific preferences, and rigorously evaluate nannies using our proprietary skill-set framework to ensure a perfect, long-term match.
Key Responsibilities
1. Family Consultation & Preference Mapping (Demand Side)
- Empathy-Driven Discovery: Connect with parents to deeply understand their specific struggles, household dynamics, and newborn/toddler care requirements.
- Requirement Profiling: Map out complex parental preferences, including language requirements, dietary training, medical background needs, and personality traits.
- Expectation Management: Educate families on industry realities, realistic timelines, and GoNanny’s unique retention-focused ecosystem to build long-term trust.
2. Nanny Assessment & Skill Profiling (Supply Side)
- Rigorous Evaluation: Conduct extensive, structured interviews with prospective nannies using GoNanny's detailed vetting questionnaire.
- Skill & Experience Verification: Critically analyze and grade a nanny’s true experience level, infant handling knowledge, emergency responsiveness, and soft skills.
- Profile Building: Translate raw interview data into clear, standardized professional profiles that highlight the nanny’s core strengths for prospective families.
3. Matchmaking & Lifecycle Management (The Bridge)
- Curated Shortlisting: Align verified nanny profiles with family requirement blueprints to facilitate seamless introductions.
- Feedback Loop: Proactively collect post-interview feedback from both parents and nannies to iteratively refine the matching algorithm.
- Relationship Continuity: Check in with both parties during the initial onboarding days to solve early friction points, directly driving our core focus: Retention
Required Skills & Qualifications
- Experience: 1–3 years of experience in Customer Success, Relationship Management, Premium Inside Sales, or Tele-consultation. Experience in early-stage startups, hospitality, hospitality desk operations, or child-tech sectors is a massive plus.
- Communication: Exceptional verbal communication skills in English and Hindi. Ability to speak a regional language like Kannada, Telugu, or Tamil is highly advantageous for communicating effectively with the supply side.
- Active Listening & Empathy: Ability to remain calm, patient, and deeply empathetic while handling anxious, sleep-deprived parents.
- Critical Evaluation: A sharp eye for detail. You must be able to read between the lines during nanny interviews to gauge authenticity and reliability.
- Tools: Basic comfort with CRM systems (like TeleCRM, LeadSquared, or HubSpot) and Google Workspace (Docs, Sheets).
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