Customer support & operations specialist

This role is for one of Zepcruit's clients.

Role: Customer Support & Operations Specialist

Location: PCMC, Baner & West Pune (Hybrid Preferred)

About FlocknGo

FlocknGo is a community-building platform designed for businesses that grow through relationships and experiences. It replaces chaos with structure using three powerful pillars that work together seamlessly.

From organising groups to collecting payments and driving real-world action, FlocknGo brings communication, information, and action together in one simple platform.

Role

We are seeking a proactive, organized, and people-friendly Customer Support & Operations Specialist to help ensure a smooth experience for our customers, community organizers, and internal teams.

You will work closely with customers, organizers, interns, and internal teams to support daily operations and improve user experience across the platform.

Key Responsibilities

• Respond to customer and member queries through WhatsApp, calls, chat, and email
• Help users understand platform features, onboarding processes, and activity workflows
• Coordinate with organizers, partners, vendors, and internal teams for smooth execution and support
• Escalate technical or complex issues to the product team or management when required
• Maintain CRM updates, SOPs, operational records, and GTM documentation including archival
• Manage WATI, Microsoft Teams/accounts, communication templates, and related support tools
• Support onboarding and guidance of sales interns/team members on workflows, tools, and communication standards
• Assign, monitor, and review daily tasks for support and sales teams
• Track KPIs, action items, intern performance, and MOMs (Minutes of Meeting)
• Coordinate with partners for social media-related activities and follow-ups
• Track new user signups in coordination with the IT/product team
• Track, report, and follow up on customer service issues, including bugs reported by the sales team
• Identify process improvements to enhance customer experience and operational efficiency
• Ensure timely follow-up, issue resolution, and closure
• Maintain professional, empathetic, and solution-oriented communication at all times

Required Skills & Experience

• Hands-on experience: 2-4 years in customer support & operations
• Experience with Software tools, MS365, CRM, and WhatsApp support tools is preferred
• Strong communication and coordination skills
• Good problem-solving and follow-up ability
• Comfortable multitasking in a startup environment

Academic Background

• Graduate in any discipline (Commerce, Management, Arts, IT, etc.)
• Certifications in customer support, CRM, operations, digital communication, or business administration will be an added advantage

You’re a Good Fit If…

• You have an ownership mindset and attention to detail
• You are proactive, process-oriented, and a fast learner
• You enjoy solving customer queries and explaining products
• You are confident, curious, and comfortable interacting with people
• You like startup environments with fast learning and visible impact
• Prior customer support experience is a plus, but attitude and willingness to learn matter more

Work Mode

Hybrid role preferred. Candidates based in or near Pimpri-Chinchwad, Wakad, Hinjawadi, Baner locations will be preferred.