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, 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 Role

Customer Support SME (Tickets Specialist)

Roles & Responsibilities

• Review, 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 & Skills

• 2-4 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.
• Proactive ownership, problem-solving ability, and willingness to guide team members.
• A functional laptop and mobile.