Customer Success

2 hours ago

Gurugram Haryana India, IN Aramya Full time

About AramyaOur vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves.With a fast-moving team driven by creativity, technology, and customer obsession, we're building a movement that celebrates every woman's unique journey.We're well funded, with $12M raised from marquee investors like Accel, Z47, and industry veterans.Our first brand, Aramya, launched in 2024, achieved 40 Cr in revenue in its very first year, powered by a proprietary supply chain, in-house manufacturing, and data-led design. Today, we're operating at a 200 Cr ARR and scaling fast.As we expand across India, launch new stores, and roll out fresh collections weekly, we're reimagining what modern ethnic wear can look and feel like inclusive, comfortable, stylish, and accessible.Join us on this journey of building a house of lifestyle brands.About the RoleWe are looking for a Customer Support Subject Matter Expert (Chat & Tickets Specialist) who will be responsible for driving quality, escalations management, and process adherence within the support function.This role is best suited for someone who has deep exposure to Freshdesk / Freshchat, excels at analytical problem-solving, and can mentor agents while ensuring timely and accurate ticket closures.Roles & ResponsibilitiesReview, assign, and monitor support tickets and live chats across various categories (Delivery, Refunds, Exchange, Returns, Product, etc.) to ensure SLA adherence.Maintain escalation trackers covering both chat and ticket cases. Handle Level-2 escalations, coordinate with internal teams (FF, Tech, Accounts) and ensure timely resolution with proper communication updates. Also ensure no pending cases beyond TAT.Perform daily quality audits on chats and tickets for tone, accuracy, and tagging hygiene.Share daily/weekly performance reports and insights with the Team Lead to identify gaps, patterns, and process improvements.Ensure SOP adherence and tagging guidelines across chat and ticket communication templates.Assist in training and mentoring chat/ticket agents, providing feedback based on recurring issues or missed steps.Communicate empathetically and professionally with customers when required, ensuring zero unresolved or untagged tickets.Drive continuous improvement in response quality, closure timelines, and escalation turnaround.Support both chat and ticket operations, ensuring balance in workload and performance tracking.Support training and onboarding of new agents through knowledge sessions, mock chats, and query simulations.Assist in refining macros/canned responses to maintain empathy, accuracy, and brand voice.Be the point of contact for queries from chat or ticket agents needing guidance or clarification.Key Qualifications & Skills2-4 years of experience in a Customer Support or Escalations role in a D2C/e-commerce environment.Strong understanding of support workflows, ticket lifecycle, and chat concurrency management.Strong working knowledge of Freshdesk, Freshchat, Shopify, and Google Sheets.Excellent written and verbal communication skills (English & Hindi mandatory).Strong analytical mindset and attention to detail in ticket handling, audits, and reporting.Ability to coach chat and ticket agents, multitask, and coordinate across functions.

  • Associate Vice President

    2 hours ago

    Gurugram, Haryana, India, IN PeopleStrong Full time

    Key ResponsibilitiesCustomer Experience & Process ExcellenceDesign and implement the customer experience blueprint across all business lines.Align service processes and performance metrics to business goals.Lead new business launch experience frameworks and manage transitions for outsourced operations.Oversee quality initiatives to drive sustainability,...

  • Customer Success Manager

    2 hours ago

    Gurugram, Haryana, India, IN Viable Search Consultants Full time

    Key deliverables: Strengthen, build, enhance existing partnership with corporate clients in assigned portfolio Supporting them in leveraging Quest2Travel portal to derive tangible process & purchase savings Cross sell products offered by Quest2Travel, primarily increasing Hotel penetration On-board sister/ subsidiary companies of Parent companies...

  • Senior Client Success Manager

    2 hours ago

    Gurugram, Haryana, India, IN VMock Full time

    About the Company:VMock is a Career Acceleration Platform which is powered by Artificial Intelligence. Our aim is to empower students and professionals along the various phases of their career journey across the globe. Our fast-paced culture is a great fit for anyone looking to make a mark through their work to create impact globally while working with high...

  • AI Customer Success Lead

    2 hours ago

    india, IN noon Full time

    About noonWe’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a AI Customer Success Lead who can help us move even...

  • Customer Success Specialist

    2 hours ago

    Bangalore Urban, Karnataka, India, IN Karix Full time

    Job Role: Sr. Executive - Customer SuccessJob Location: Bangalore Job Responsibilities:Identify, build, and nurture relationships with key stakeholders within partner organizations, focusing on drivingjoint success.Collaborate with internal teams, including Customer Success, Sales, and Product, to align resources and strategies to meet partner needs.Act as...

  • Customer Experience Specialist

    2 hours ago

    Gurugram, Haryana, India, IN 30 Sundays Full time

    Company Description:30 Sundays is a travel company dedicated to creating personalized and unforgettable vacation experiences exclusively for couples. Founded by industry veterans with backgrounds at Apple, BCG, and leading travel businesses like Oyo and Travel Triangle, focused on curating unique and high-quality couple-focused trips, 30 Sundays stands out...

  • Lead/Principal Business Analyst

    2 hours ago

    Gurugram, Haryana, India, IN Cvent Full time

    Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues...

  • Call Center Customer Service Representative

    2 hours ago

    Gurugram, Haryana, India, IN READINEXT Full time

    Company Description READINEXT is dedicated to empowering businesses to achieve sustainable growth through innovative and cutting-edge strategies. With a mission to deliver world-class solutions, READINEXT focuses on helping organizations optimize their performance and achieve success. The company values excellence, collaboration, and long-term impact,...

  • Customer Service Representative – Digital Channels

    2 hours ago

    Gurugram, Haryana, India, IN StarZen Full time

    Purpose of Role: We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for...

  • Chief Manager – Customer Service

    2 hours ago

    Gurugram, Haryana, India, IN Axis Max Life Insurance Limited Full time

    JOB SUMMARY: This role will primarily be responsible for the following areas:1. Provide analytical and strategic support to the team by tracking and reviewing important KPI’s (complaints, freelook cancellations etc.) across channels. Perform diagnostics on identified problem areas and working with relevant teams to problem-solve;2.Partner with functions...