User Support & Operations Executive

About Kumpanio

Kumpanio is building a platform that helps people find a verified Plus One for real-world experiences — from coffee and dining to movies, events, and exploring a city.

Our mission is simple: make it easier for people to enjoy experiences without having to show up alone.

We’re looking for a proactive, people-oriented User Support & Operations Executive to join our Operations team. You’ll connect with registered users, help them navigate the platform, resolve their queries, and encourage them to experience Kumpanio.

What you’ll do

• Connect with users: Reach out to registered users through phone calls, emails, and other approved communication channels to understand their needs and help them get started.
• Drive user activation: Follow up with users who have registered but haven’t created an event or completed their first booking.
• Provide customer support: Respond to user queries, resolve common issues, and ensure a smooth experience throughout the booking journey.
• Coordinate bookings: Work closely with the Operations Manager and relevant teams to manage booking-related queries, cancellations, rescheduling, and other operational issues.
• Follow up and collect feedback: Contact users after their interactions or bookings to understand their experience, gather feedback, and identify areas for improvement.
• Maintain records: Keep accurate records of calls, emails, user concerns, follow-ups, and resolutions using internal tools and spreadsheets.
• Use AI tools: Leverage ChatGPT and other AI tools to improve communication, draft responses, organize information, and work more efficiently.
• Take ownership: Ensure user issues are followed through to resolution and escalate sensitive or complex cases to the Operations Manager when necessary.
• Improve processes: Share recurring user concerns, common friction points, and practical suggestions to improve the overall customer experience.

What we’re looking for

• A bachelor’s degree in any discipline.
• 12–24 months of professional experience in customer support, telecalling, customer success, or operations.
• Fluent spoken English and the ability to communicate clearly and confidently over phone calls.
• Strong interpersonal skills, patience, empathy, and a customer-first mindset.
• Comfortable making outbound calls, conducting follow-ups, and speaking with users throughout the day.
• Familiarity with AI tools such as ChatGPT and the ability to use them practically in everyday work.
• Basic proficiency in email, spreadsheets, and other digital tools.
• Strong organizational skills, attention to detail, and the ability to manage multiple follow-ups.
• A proactive attitude and willingness to work in a fast-moving startup environment where processes continue to evolve.

Who should apply?

This role is ideal for someone who enjoys speaking with people, solving problems, and taking responsibility for getting things done. You should be comfortable working in a hands-on operations environment, where your work directly contributes to user satisfaction and business growth.

You don’t need to know everything on day one, but you should be willing to learn, take feedback, and continuously improve.

Important employment details

• Experience eligibility: Candidates with 12–24 months of professional experience are eligible. Candidates with more than 24 months of professional experience should not apply.
• Working hours: 11:00 AM – 9:00 PM, with breaks and weekly offs as per company policy.
• Location: Gurgaon, Haryana.
• Work arrangement: Hybrid for the first two months, followed by regular office-based work.
• Reporting: You will report directly to the Operations Manager.