Customer Support SME (Chats Specialist)

About Aramya

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves. We are well-funded, with $20M raised from marquee investors like Accel, Z47, and industry veterans. Aramya is a 100 Cr+ NMV fashion & lifestyle company backed by Accel and Z47. We're building a customer-led portfolio: Aramya (daily wear), Tavira by Aramya (festive), and a new brand in stealth, going live in H2 2026.
Current Retail footprint: 14 stores in Bengaluru (and a few more are yet to go live).
Opening next: Hyderabad and Chennai. Pune, Ahmedabad and Mumbai in the pipeline.
Website: www.aramya.in Our Team: https://shorturl.at/l6uYJ

About the Role

We are looking for a Customer Support SME (Chats 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 & Responsibilities

• Review, assign, and monitor support live chats and tickets 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.