Ultimutt is India's fastest-growing at-home pet grooming startup. Certified groomers come to your door - no salon, no cage, no stress. We operate across Gurgaon, South Delhi, and Faridabad. We are backed by Sparrow Capital and Prime Venture Partners.

Our 5.0 rating is our most valuable asset. This role exists to protect it, learn from every session, and ensure every pet parent feels heard, valued, and excited to come back.

The Role
This is not a call centre role. This is the person who listens to every signal - a 3-star review, a groomer note, a WhatsApp complaint, a compliment - and turns it into action that makes the next 1,000 sessions better than the last 1,000.

You will own the full post-session experience: feedback collection, review management, complaint resolution, and the insights that feed back into groomer training, product decisions, and sales scripts. You are Ultimutt's ear to the ground.

What You Will Own:

Post-session feedback
• Own the post-session feedback flow - WhatsApp surveys, in-app ratings, follow-up calls for low scores




• Ensure feedback is collected on every session - dog, cat, quick service, full groom
• Identify patterns - which groomers get consistent praise, which sessions generate complaints, which areas have quality gaps
• Share a weekly feedback summary with the groomer training team and operations

Own Ultimutt's NPS score - measure, track, and improve it monthly

Complaint and escalation handling
• First point of contact for all customer complaints - grooming quality, groomer behaviour, product reactions, scheduling issues
• Resolve escalations within 48 hours with a explicit resolution, not just an apology
• Maintain a complaints log - categorised by type, groomer, area, and service
• Identify recurring complaint patterns and escalate to operations with specific recommendations
• Handle sensitive situations - pet health concerns, senior pet protocols, special needs animals - with extra care and documented follow-through

Retentio

📌 Customer Feedback (Gurugram)
🏢 Ultimutt™
📍 Gurugram