Customer Success - Subject Matter Expert

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

We are looking for a Customer Support Subject Matter Expert (Chat & 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.

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