About Helper Genie

Helper Genie is a fast-growing startup headquartered in the San Francisco Bay Area dedicated to helping families quickly connect with trusted, pre-vetted household helpers—such as nannies, cooks, and elder care aides.

We are looking for an agile, proactive, and detail-oriented Cross-Functional Operations & Customer Experience Specialist based in India to join our remote team. In this role, you will bridge User Support, Operations & Provider Management, and Marketing Operations, serving as a core operational engine that keeps our platform running smoothly and our community supported.

Key Responsibilities

1. Service Provider Operations & Onboarding

- Lead end-to-end service provider acquisition workflows: sourcing, screening, vetting, and onboarding household helpers (nannies, cooks, senior aides, etc.) onto the platform.
- Leverage social media and community platforms (Facebook groups, WhatsApp groups, Nextdoor, local forums) to identify and engage prospective service providers.
- Conduct empathetic, culturally sensitive screening calls and structured background/reference interviews, putting helpers at ease throughout the intake process.
- Guide newly approved service providers through the setup process and ensure their platform profiles are complete, accurate, and high quality.

2. Customer Experience & Communication

- Handle inbound and outbound user inquiries via email and voice calls with high empathy, professionalism, and speed.
- Conduct voice calls fluently in both Hindi and English, adapting communication style and warmth to user and provider needs.
- Manage real-time messaging, status updates, and support via WhatsApp and designated channels.
- Address user concerns promptly, track feedback, and maintain exceptional user satisfaction.

3. Corporate & Platform Operations

- Coordinate daily operational workflows across cross-functional areas to ensure seamless service delivery.
- Execute accurate data entry, record maintenance, and database hygiene.
- Follow, execute, and actively refine Standard Operating Procedures (SOPs).
- Spot workflow bottlenecks and implement process automations using modern productivity software and AI tools.

4. Marketing Operations & Social Media

- Execute marketing operational workflows, content calendars, and campaign deliverables.
- Drive community distribution and brand awareness across social media channels and local groups (Facebook, Instagram, Nextdoor,



WhatsApp communities).
- Create quick, polished visual graphics and collateral using Canva.
- Schedule and publish posts across social media channels according to brand guidelines.
- Monitor channel engagement and communicate operational updates to the team.

Role Requirements

- Experience: Minimum 3+ years of past professional work experience in operations, provider onboarding/recruitment, user support, marketing operations, or a related cross-functional capacity.
- Empathy, Relatability & Rapport-Building (Essential Soft Skills):
- High emotional intelligence (EQ), warmth, patience, and active listening skills.
- Demonstrated ability to build immediate trust, respect, and psychological safety over the phone with domestic workers and household helpers (who may be non-technical, cautious, or hesitant).
- Natural conversational ability in Hindi that puts helpers at ease and enables candid, supportive interactions during intake and screening.
- Social Media Proficiency (Sourcing & Marketing): Hands-on familiarity with leveraging social media channels and online communities—including Facebook, Instagram, Nextdoor, and WhatsApp groups—both for sourcing prospective service providers and for marketing/community distribution.
- Mindset & Adaptability: Highly coachable with a strong growth mindset — eager to receive constructive feedback, continuously learn recent tools/frameworks, and proactively take on more scope and responsibility as the startup expands.
- Language Proficiency:
- Hindi: Native speaker fluency (required for conducting voice calls, interviews, and direct user/provider communication).
- English: Excellent oral and written communication skills (for email correspondence, cross-team collaboration, and voice calls).
- Work Schedule & Availability: Full-time commitment of 40 hours per week aligned with Pacific Time Zone (PST/PDT) working hours; availability for scheduled weekend shifts/hours.
- Technical & Software Skills:
- Google Workspace: Advanced day-to-day proficiency with Gmail, Google Drive, Google Docs,



and Google Sheets (data organization, formatting, formulas).
- Telephony & Messaging: Professional experience with Google Voice, WhatsApp Business, and standard support tools.
- Design & Creative: Hands-on ability to produce social posts and documents using Canva.
- Generative AI: Active, daily proficiency leveraging AI tools such as Google Gemini and Claude to draft communications, optimize workflows, and automate tasks.
- Workplace Setup: Dedicated, distraction-free home office setup with high-speed internet and reliable power backup.

Nice to Have

- Prior experience sourcing, screening, or onboarding service providers or gig workers for two-sided marketplaces.
- Prior experience working remotely for a fast-paced US startup.
- Experience with workflow automation platforms (e.g., Zapier, Make).

What We Offer

- Competitive Compensation: Premium compensation benchmarked against US-timezone remote standards in India.
- Startup Growth & Impact: High visibility and autonomy where your operational contributions directly impact our community and career progression expands with your scope.
- Contemporary Tech Stack: An environment that actively encourages the use of cutting-edge AI and automation tools.

Pay: ₹1,200,000.00 - ₹1,800,000.00 per year

Application Question(s):

- Are you a native Hindi speaker and fully comfortable handling professional phone calls and interviews in Hindi as well as English? (Yes / No)
- Are you comfortable working full-time during Pacific Time (PST/PDT) hours, including scheduled weekend shifts? (Yes / No)
- Which AI tools (e.g., Gemini, Claude) do you currently use, and how do you use them in your day-to-day workflow?
- Do you have at least 3 years of professional work experience? (Yes / No)
- Do you have hands-on experience using social media platforms and communities (such as Facebook groups, Instagram, Nextdoor, or WhatsApp groups) for sourcing service providers or marketing outreach? (Yes / No)

- Describe your proficiency level with Google Workspace applications - such as Drive, Docs, Sheets etc.
- How many references can you provide from previous employers/managers?
- Why would you be the right fit for this role at Helper Genie?

Experience:

- relevant: 3 years (Required)

Language:

- Hindi (Required)
- English (Required)

Shift availability:

- Overnight Shift (Required)

Work Location: Remote

📌 Operations & Customer Experience Specialist (Cross-Functional) (India)
🏢 Helper Genie
📍 India