Customer Support SME

2 days ago

Gurgaon, Haryana, India Dslr Technologies Full time ₹ 6,00,000 - ₹ 12,00,000 per year

About Aramya

Our 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 100 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.

We're looking for a passionate and proactive Customer Support Agent to help us deliver exceptional customer experiences.

Role Overview

We are looking for a Customer Support SME (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.

Expectations

  • Review, assign, and monitor support tickets across various categories (Delivery, Refunds, Exchange, Returns, Product, etc.) to ensure SLA adherence.
  • Handle Level-2 escalations, coordinate with internal teams (FF, Tech, Accounts) and ensure timely resolution with proper communication updates.
  • Perform daily audits on ticket quality, tagging accuracy, and resolution consistency.
  • Share daily/weekly performance reports and insights with the Team Lead to identify gaps, patterns, and process improvements.
  • Own documentation and SOP adherence, ensuring agents follow standardized formats and tagging guidelines.
  • 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.

Ideal Candidate Must Have

  • 2-4 years of experience in a Customer Support or Escalations role in a D2C/e-commerce environment.
  • 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 multitask, coordinate across teams, and ensure timely updates to customers and stakeholders.
  • Proactive ownership, problem-solving ability, and willingness to guide team members.
  • A functional laptop and mobile.

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