Customer Support SME

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, were 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.

Role Overview

Customer Support SME (Tickets Specialist)

Freshdesk/Freshchat

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.