About The Role

At Heads Up For Tails, customer care should never feel like a call centre.

Every person contacting us is someone who loves their pet. Their question may be about a delayed order, refund, exchange or change of address—but behind that transaction may be worry, disappointment or concern for an animal they love.

We are looking for someone to help us build a customer care team that resolves issues efficiently while making every customer feel heard, reassured and genuinely cared for.

This person will bring the HUFT Care Code to life across calls, chats and other customer touchpoints. They will work closely with agents and leaders every day—listening to conversations, training the team, giving feedback, raising the hiring bar and ensuring that empathy, warmth and ownership become consistent behaviours.

This is not a classroom-training role. It is a hands-on role for someone who enjoys working closely with people and improving the quality of real customer interactions.

What You Will OwnBring the HUFT Care Code to Life

- Translate the HUFT Care Code into simple, observable everyday behaviours.
- Ensure that customer interactions reflect understanding, pet acknowledgement, empathy, ownership, resolution and warmth.
- Help the team build meaningful connections without making conversations unnecessarily long or scripted.
- Create practical examples of transactional versus high-touch care.
- Build a library of excellent calls, chats, responses and coaching examples.

Train and Coach the Team

- Design and conduct onboarding and ongoing training for call and chat teams.
- Use real HUFT interactions, role plays and customer situations rather than only presentations.
- Coach agents individually based on their actual calls and chats.
- Help agents listen for the real concern behind the stated query.
- Teach the team to communicate limitations honestly without sounding indifferent.
- Build capability in empathy, personalisation, de-escalation, ownership, clear commitments and thoughtful closure.
- Create individual development plans where required.
- Recognise and celebrate examples of exceptional care.

Develop Customer Care Leaders

- Coach team leaders to look beyond productivity, queues and ticket closure.
- Teach leaders to evaluate interactions using the HUFT Care Score.
- Help them identify the strongest moment and biggest missed moment in every interaction.
- Improve the quality of feedback leaders give their teams.
- Observe leaders conducting coaching sessions and give them feedback.
- Build a regular call and chat calibration rhythm.
- Ensure leaders can independently uphold the standard across shifts and teams.

Own Quality and Continuous Improvement

- Regularly review calls, chats,



complaints and escalations.
- Use the six dimensions of the HUFT Care Score to identify individual and team-level patterns.
- Track whether coaching is translating into changed behaviour.
- Identify recurring customer pain points and bring them to the relevant internal teams.
- Distinguish between agent failures and problems caused by policies, processes, technology, fulfilment or unclear information.
- Partner with customer care operations to improve processes that repeatedly create poor customer experiences.
- Work with the technology team to strengthen and calibrate the AI Call-Care Coach.
- Ensure AI-generated feedback remains fair, specific, useful and grounded in real evidence.

Raise the Hiring Bar

- Partner with HR to define the behavioural profile for customer care roles.
- Help design voice tests, written assessments and live role plays.
- Participate in final interviews for customer care candidates.
- Assess candidates for warmth, listening, empathy, clarity, judgment, ownership and openness to feedback.
- Help identify people who may not have traditional call-centre experience but naturally understand thoughtful service.
- Ensure new hires meet the HUFT standard before they begin independently handling customers.

Improve Customer Journeys

- Study common customer situations such as delayed orders, refunds, exchanges, product concerns and grooming complaints.
- Help develop model approaches for handling these situations with greater care.
- Reduce unnecessary repetition and effort for customers.
- Strengthen follow-through so customers do not have to repeatedly chase HUFT.
- Work with internal teams to close recurring gaps in policies, information and ownership.
- Ensure urgent pet-safety and emotionally sensitive situations are recognised and escalated correctly.

What This Role Does Not Own The Customer Care Operations team will continue to own:

- Daily queue and roster management.
- Staffing and shift allocation.
- Call volumes and response-time management.
- Day-to-day ticket allocation.
- Operational SLAs.
- Routine reporting and administration.

This role will work closely with the operations team but will primarily own the quality, capability and consistency of customer care.

What We Are Looking For

- Strong experience in customer experience, service excellence, quality,



training or coaching.
- Experience working closely with call, chat, hospitality, retail or premium-service teams.
- Exceptional listening and communication skills.
- The ability to recognise the difference between scripted politeness and genuine empathy.
- A natural ability to coach people without shaming or discouraging them.
- Strong judgment in difficult or emotionally sensitive situations.
- Comfort giving explicit, direct and constructive feedback.
- The ability to balance warmth with accuracy and operational discipline.
- Strong facilitation and role-play skills.
- Comfort working with data, quality scorecards and customer feedback.
- The ability to identify patterns across multiple customer interactions.
- High ownership and willingness to work hands-on with the team.
- Genuine respect for pets and the people who love them.

Prior experience in the pet-care industry is not necessary. A willingness to understand the emotional relationship between people and their pets is essential. The Kind Of Person Who Will Thrive Here

You may be right for this role if:

- You notice not only what someone says, but what they may be worried about.
- You believe a correct answer can still be delivered poorly.
- You can hear a conversation and identify the exact moment when trust was built or lost.
- You enjoy helping people become better at their work.
- You are patient enough to coach repeatedly, not just conduct one training session.
- You care about language, tone and follow-through.
- You can be warm without avoiding difficult feedback.
- You believe service excellence is built through hundreds of small, consistent behaviours.

How Success Will Be Measured Success in this role will include:

- Improvement across the six dimensions of the HUFT Care Score.
- More calls and chats demonstrating genuine empathy, warmth and ownership.
- Fewer repeat contacts caused by unclear communication or broken commitments.
- Stronger handling of complaints and emotionally sensitive situations.
- Better consistency across agents, teams and shifts.
- Improved coaching quality among customer care leaders.
- New hires meeting the HUFT care standard.
- Customer feedback that reflects feeling heard, helped and cared for.
- Clear customer insights being shared with the wider business and acted upon.

Why This Role Matters Customer care is often where a company’s values are tested most. We Want Customers To Leave An Interaction Feeling

“This person understood me, cared about what happened next and did not leave me to chase HUFT again.”

Your role will be to make that feeling consistent—not occasional.

Skills: coaching,training,customer care

📌 Customer Care Excellence and Training Lead (Gurugram)
🏢 Heads Up For Tails
📍 Gurugram