Associate – Operations (Customer Success) Full Time NEW

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 Momentum

We have just successfully raised our Pre-Seed round backed by one of the largest VCs and top-tier Angel investors. We are moving fast, and our North Star is clear: We are building a ₹100 Crore revenue business in the next 4 years. 🎯

The Role

As an Associate – Operations (Customer Success), you take complete ownership of a family’s journey the moment a sales consultation is finalized. You are the face of GoNanny for the client. Your role is to deep-dive into their household preferences, collaborate closely with our internal supply team to source ideal nanny profiles, and guide the family through interviews, deployments, and ongoing lifecycle management. You aren’t just managing accounts; you are ensuring operational continuity and peace of mind for working parents throughout their entire subscription period.

Key Responsibilities:

1. Family Frontending & Relationship building (Post-Consultation)

• Lead Takeover: Seamlessly adopt qualified family leads handed over by the Demand/Sales team post-consultation.
• Supply-Side Coordination: Act as the internal liaison with the Supply Team. Translate the family’s specific preferences (language, training, timing, personality traits) into clear requests to source the best matching nanny profiles.
• Client Presentation: Frontend all profile pitches to the family, explaining why specific nannies have been curated for their unique household requirements.

2. Interview Coordination & Feedback Loop

• Scheduling: Manage calendars and logistics to seamlessly set up virtual or in-person interviews between families and shortlisted nannies.
• Feedback Assessment: Debrief parents immediately post-interview to capture precise qualitative feedback.
• Search Refinement: Iteratively refine the profile matching parameters with the supply team if the first round of profiles requires adjustment, ensuring an efficient route to final selection.

3. End-to-End Subscription Lifecycle Management (The Core Moat)

• Deployment Support: Oversee the smooth onboarding of the nanny into the household on day one, setting clear ground rules and communication protocols.
• Friction & Issue Resolution: Serve as the dedicated, single point of contact for the family during their active subscription. Proactively resolve daily conflicts, salary/leave misalignment, or boundary adjustments.
• Replacement Management: If a nanny faces an emergency or underperforms, orchestrate the immediate deployment of a replacement or temporary backup from GoNanny’s managed supply pool to ensure zero career disruption for the parents.

What We Are Looking For

• Experience: 2–4 years of experience in Customer Success, Account Management, Hyper-local Operations, or Customer Service Operations (ideally within high-touch B2C startups, hospitality, or consumer tech).
• Stakeholder Management: Exceptional interpersonal skills. You must be equally comfortable communicating empathetically with high-net-worth corporate parents and coordinating firmly with internal supply networks.
• Problem-Solving Matrix: High emotional intelligence (EQ) and a thick skin. You must remain calm and solution-oriented when dealing with highly anxious, stressed parents facing an unexpected childcare issue.
• Languages: Fluency in English and Hindi is mandatory.
• Tech Comfort: Proficiency in operational dashboards and CRM tools (like TeleCRM, WhatsApp Business APIs, and Google Workspace)

Why Join GoNanny?

• Front-Row Seat to Growth: Work directly with the Founders and play a defining role in a heavily VC-funded startup.
• Accelerated Growth: Work directly with seasoned founders and leaders, with unparalleled opportunities for career advancement as the company scales.
• Real Impact: Your daily work directly dictates the livelihood of women stepping into professional child care and brings peace of mind to countless families.
• Autonomy: We hire smart people and give them the runway to build and execute.
• Competitive Compensation: Attractive salary, performance incentives, and equity options for the right candidate.