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 current 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 wi

📌 Customer Support SME (Gurugram)
🏢 Aramya
📍 Gurugram