Website:
ultimutt.in
Job details:
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 escalate 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
Click on Apply to know more.
