Customer Support Specialist

Company: FurrCrew

Location: Pune

Employment Type: Full-Time

Company Description:

FurrCrew is focused on building a seamless, reliable, and customer-centric experience for pet parents. We aim to simplify pet care services through technology and strong operational support.

Role Purpose:

The Customer Support Specialist will be responsible for managing escalated customer interactions, ensuring timely resolution of complex issues, and contributing to the continuous improvement of customer support processes. The role requires a proactive approach, strong problem-solving skills, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities:

• Handle escalated queries via chat, email, and calls
• Resolve issues related to bookings, payments, services, and accounts
• Coordinate with Tech, Operations, and Vendors for quick resolution
• Develop and maintain SOPs, FAQs, and response templates
• Identify recurring issues and recommend process improvements
• Support training and guidance of junior team members
• Ensure high standards of customer satisfaction and communication

Qualification and Experience:

• 2+ years in Customer Support, Customer Success, or Operations
• Experience in handling escalations and complex cases
• Strong written and verbal communication skills
• Familiarity with CRM/helpdesk tools
• Startup experience preferred
• Preference to candidates who have worked with B2C centric aggregators

Key- Competencies:

• Problem-solving and customer-first approach
• Ability to work under pressure with professionalism
• Strong coordination and communication skills
• Attention to detail and ownership mindset