Operations Associate / Customer Success Associate

Operations / Customer Success Associate

Experience: 1-3 years

Location: Bengaluru, Hybrid

About GoNanny

GoNanny is a technology-enabled childcare startup working to make reliable childcare more accessible to families. We combine professional nanny services, technology and structured processes to help families navigate an important and often challenging decision with greater confidence.

As we grow, delivering a dependable service requires more than finding the right childcare professional. It requires clear communication, thoughtful coordination and responsive support throughout the customer journey. Our team values ownership, problem-solving and continuous improvement, with each interaction offering an opportunity to strengthen the service we deliver.

About the role:

For families, dependable childcare means more than finding a nanny. It means having confidence in the process, receiving timely updates and knowing that concerns will be addressed.

As an Operations Associate, you'll help make that experience happen. You'll coordinate customer requirements, work with internal teams to progress service arrangements, resolve issues and build relationships with families. Your ability to combine empathy with operational discipline will directly influence customer satisfaction and retention.

Key responsibilities

• Understand family requirements and coordinate with relevant internal teams to support suitable childcare arrangements.
• Act as a point of contact for customer queries, updates, and service-related concerns.
• Coordinate with families, nannies, and internal stakeholders to resolve scheduling and fulfilment issues.
• Track open requests and follow up to ensure timely resolution.
• Handle customer escalations with empathy, professionalism, and a solution-oriented approach.
• Maintain accurate customer and service records.
• Identify recurring customer concerns and suggest improvements to service delivery.
• Support customer satisfaction, relationship building, and retention through proactive communication.

Requirements

• 1–3 years of experience in customer success, customer experience, service operations, relationship management, or a similar customer-facing role.
• Strong verbal and written communication skills.
• Ability to coordinate across multiple stakeholders and manage competing priorities.
• Good problem-solving, follow-up, and escalation-handling skills.
• Comfortable using spreadsheets, customer records, and basic digital tools.

What you'll gain

• Direct exposure to the customer journey in a growing childcare-services business.
• Experience managing service issues, customer relationships and operational coordination.
• Opportunities to understand how customer feedback informs service improvements.
• The chance to influence customer experience and retention through practical problem-solving.

How success will be measured

• Timeliness and quality of customer issue resolution.
• Customer satisfaction and quality of service experience.
• Effectiveness in managing escalations and service disruptions.
• Responsiveness and consistency of customer communication.
• Customer retention and reduction of avoidable drop-offs.
• Accuracy of case documentation and effectiveness of cross-functional coordination.

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

• Flexible schedule
• Paid time off
• Provident Fund
• Work from home

Work Location: Hybrid remote in Bengaluru, Karnataka