Operations Executive

Job Title: Operations Executive

Department: Operations

Location: Bangalore

Job Description:

We are seeking a proactive Operations Executive to support day-to-day operational processes.

The role includes ticket management, process tracking, and coordination between teams and

customers to ensure smooth ticket resolution. The candidate should be comfortable in handling

outbound calls to customers, especially in cases where customers are not responding to doctors’

calls or operational follow-ups.

Key Responsibilities:

• Ticket Management & Assignment
• Monitor incoming tickets and assign them to the appropriate team members or

departments.

• Track ticket status to ensure timely resolution and escalation when needed.
• Maintain service-level timelines and follow up on pending tickets.
• Process Tracking & Reporting
• Track ongoing operational processes and identify bottlenecks or delays.
• Prepare and share daily/weekly operational RCA and new ideas if any.
• Maintain accurate documentation and logs of operational workflows.
• Operational Coordination
• Coordinate between cross-functional teams (Support, Quality, Tech, etc.) for

smooth execution.

• Support process improvement initiatives and ensure adherence to standard

operating procedures (SOPs).

• Handle day-to-day administrative and process-oriented tasks to support operations.
• Data & Performance Monitoring
• Collect and analyze operational data to identify trends or areas for improvement.
• Assist in preparing performance metrics and process compliance reports.
• Customer-Facing Responsibility:
• Act as a bridge between customers and doctors..
• Make outbound calls to customers if they are not responding to doctors’ calls or

require follow-up.

• Collecting details timely with customers through calls, emails, or messages.
• Handle customer interactions professionally with clarity, empathy, and ownership.
• Coordinate internally to ensure customer concerns are resolved promptly and

accurately.

Skills & Qualifications:

• 1-3 years of experience in operations, coordination, or customer support roles.
• Proficient in Excel/G-Sheets, ticketing systems (e.g Freshdesk), and reporting tools.
• Strong communication and organizational skills.
• Ability to multitask and work under minimal supervision.
• Excellent call handling and communication skills with a customer-centric approach.
• Analytical mindset with attention to detail.

Key Attributes:

• Process-driven and accountable.
• Proactive problem solver with ownership mindset.
• Collaborative and team-oriented.
• Quick learner and adaptable to changing priorities.

Work Schedule:

• [Day Shift/Rotational / Flexible based on business needs]

About Supertails

Supertails is on a mission to revolutionize pet care in India. We’re a digital-first,

omnichannel platform offering veterinary care, behavioral training, and a curated selection of pet

supplies, all designed to empower pet parents to give their furry companions the best quality of life.

As we expand our offline healthcare footprint, we’re building a network of advanced pet healthcare

clinics across India, and we’re looking for passionate professionals to help us bring this vision to

life.

Why Join Supertails?

• Be part of a fast-growing startup transforming pet healthcare in India.
• Work with a passionate, cross-functional team driving real impact.
• Opportunity to own end-to-end expansion outcomes and shape our clinic networkfootprint.