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. It’s the product.

We’re 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 you’ll 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 voice—calm, supportive, science-backed, and honest

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

What we’re looking for

•⁠ ⁠Strong communication skills (comfortable in English and Hinglish)

•⁠ ⁠High emotional intelligence—able to handle sensitive conversations with patience

•⁠ ⁠Structured and dependable—can manage multiple conversations without dropping context

•⁠ ⁠Problem-solving mindset—doesn’t 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.

You’ll 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 won’t just reply to messages.

You’ll influence whether someone stays consistent, renews, or gives up.

If you like:

•⁠ ⁠Meaningful conversations

•⁠ ⁠Clear responsibility

•⁠ ⁠Real impact on people’s lives