Customer Support Specialist

Customer Support Specialist

This is an entry to mid level job role.

GETSETFIT | Mumbai (Onsite Malad)

Location: Onsite Malad, Mumbai

Type: Full-time

Experience: 0-3 years

At GETSETFIT, community is not a feature. Its the product.

Were looking for a Client Relations Executive who can own member experience end-to-end, build genuine relationships, and turn everyday conversations into long-term trust.

This is not a passive support role.

This is a people-first, ownership-heavy role for someone who understands that fitness journeys are emotional, not transactional.

What youll do

Act as the primary point of contact for community members across their fitness journey

Manage and lead chat-based member communication (check-ins, concerns, renewals, nudges) with empathy and clarity

Build long-term relationships that improve retention, trust, and engagement

Identify patterns in member concerns and proactively flag improvements to the team

Maintain consistent follow-ups so no member feels ignored, rushed, or misunderstood

Represent the brand voicecalm, supportive, science-backed, and honest

Collaborate with coaches, nutritionists, and ops teams to resolve issues smoothly

What were looking for

Strong communication skills (comfortable in English and Hinglish)

High emotional intelligenceable to handle sensitive conversations with patience

Structured and dependablecan manage multiple conversations without dropping context

Problem-solving mindsetdoesnt escalate everything, tries to solve first

Comfortable using WhatsApp Business, Google Sheets, CRMs, and internal dashboards

Ability to balance empathy without overpromising or bending rules.

Youll stand out if you

Have 1+ year experience in community management, customer success, or member support

Understand fitness, wellness, or behaviour change (professionally or personally)

Have handled renewals, churn conversations, or retention workflows

Enjoy helping people stick to long-term goals, not just answering questions

Why this role matters

You wont just reply to messages.

Youll influence whether someone stays consistent, renews, or gives up.

If you like:

Meaningful conversations

Clear responsibility

Real impact on peoples lives