Customer Experience Manager

Angara Ecommerce Pvt. Ltd.; Jaipur; On-site; INR 400,000 - 800,000; Full time

Job summary

Angara E-Commerce Private Limited, a luxury jewelry e-commerce company, seeks an experienced Customer Experience Specialist to represent the brand across live chat, email, social media, and voice for global customers. You will handle end-to-end journeys, manage escalations, and maintain CRM records while collaborating with operations, merchandising, marketing, tech, and logistics to enhance CX.

The role requires 5+ years of relevant experience, excellent English, and comfort with night shifts

Qualifications

• 5+ years of relevant customer-facing experience in premium/global brands.
• Experience serving US/UK or Western markets with a premium, high-touch service.
• Excellent written and spoken English with global customer sense.
• Comfort in fast-paced environments with varying shifts, including night shifts when required.

Responsibilities

• Represent Angara across live chat, email, social media and voice to global customers.
• Handle end-to-end customer journeys: pre-purchase to post-purchase follow-ups.
• Own metrics like AHT, response time, CSAT across channels.
• Manage complex escalations and high-value conversations with professionalism.
• Maintain accurate records in CRM and helpdesk tools.
• Monitor social media and respond to mentions to safeguard the brand.
• Track reviews and drive improvements in customer sentiment.
• Collaborate with cross-functional teams to resolve issues and improve processes.
• Test strategies and share insights with leadership.
• Act as the voice of the customer in internal forums with data-backed recommendations.

Skills

Customer-facing experience

Excellent spoken English

Cross-channel support

CRM & helpdesk tools

Tools

CRM systems

Helpdesk tools

Job description

Angara E-Commerce Private Limited is a luxury jewelry e-commerce company founded in the year 2007. It is a subsidiary of the American company, Angara Inc., which is headquartered in Los Angeles, California. Over the last few years, Angara has grown exponentially, establishing itself as a global leader in handcrafted colored gemstone as well as diamond jewelry. Our luxury jewelry is shipped to more than 65 countries worldwide, and has a presence in the United States of America, Bangkok, Australia, Canada, and the United Kingdom. In India, our offices are located in Jaipur and Noida.

Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.

How You Work:

This role require 5+ years of relevant customer-facing experience; seniority banding will depend on capability, not just years.

1. Represent Angara as the human face of the brand across live chat, email, social media and voice, delivering ultra-personalized support to global customers.

2. Handle end-to-end customer journeys: pre-purchase consultations, order updates, issue resolution, post-purchase follow-ups and relationship nurturing.

3. Own metrics such as average handling time, response time, resolution time, communication quality, CSAT and review scores across all channels.

4. Manage complex and high-value customer conversations, including escalations and HNI customers, with professionalism, empathy and strong commercial judgment.

5. Maintain accurate, detailed records of all customer interactions and outcomes in CRM and helpdesk tools.

6. Proactively monitor and respond to social media comments, DMs and public mentions, safeguarding and enhancing Angara’s brand reputation.

7. Track and respond to reviews on relevant platforms, driving improvements in ratings and customer sentiment.

8. Collaborate with cross-functional teams (operations, merchandising, marketing, tech, finance, logistics) to solve issues, close feedback loops and improve processes.

9. Test new strategies, programs and messaging to drive customer value, loyalty and repeat purchases, and share insights with leadership.

10. Act as the voice of the customer in internal forums, bringing structured feedback and data backed recommendations to improve the Angara experience.

Roles and Responsibilities:

1. Experience serving US/UK or other Western market customers in a premium, high-touch or global brand environment.

2. Demonstrated ability to handle customer escalations calmly and confidently, with a strong customer-centric mindset.

3. Excellent spoken English with a neutral/global accent and near-native written English, able to adapt tone and style to American and European customers.

4. Comfort working in a fast-paced, dynamic setting with changing priorities, including varying shifts and night shifts when required.

5. Proven experience in using modern helpdesk, CRM and customer service tools; familiarity with loyalty or retention tools is a plus.

Good to have

• Background in jewelry, luxury retail, or premium D2C e-commerce (lifestyle/fashion/beauty, etc.).
• Jewelry education or certifications such as GIA/IGI (or equivalent) and an interest in gemstones and fine jewelry.
• Experience engaging with premium/HNI customers and consultative, high-ticket conversations (average order values around 1,000 USD and above).
• Data and analytics comfort: ability to interpret customer data, performance dashboards and insights to inform CX improvements.