Customer Support Associate

Aramya; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Aramya is hiring a Retail Operations Lead to drive and scale offline retail experience across the West region stores. You will own regional performance end-to-end, ensuring consistency, conversion, and customer delight at every touchpoint, while building scalable operational systems and teams.

You will work with cross-functional teams on customer experience, SOP adherence, inventory discipline, and proactive customer engagement through chats.

Qualifications

• 6 months to 3 years of experience in Customer Service or Chat Support role.
• Excellent written communication skills in English (grammar, clarity, tone).
• High typing speed (30–40 WPM) with good accuracy.
• Strong interpersonal skills and ability to handle multiple chats simultaneously.
• Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.

Responsibilities

• Own end-to-end store performance across the West region.
• Respond promptly to customer queries via chats and reach out proactively.
• Gather customer feedback and share insights with Product, Sales, and Marketing teams.
• Update internal databases on technical issues and productive discussions.
• Monitor social media for customer complaints and provide timely resolutions.
• Coordinate with Delivery Partners to ensure timely dispatch and delivery.
• Adhere to SOPs and maintain 100% customer delight.
• Work with a 6-day working schedule on rosters.

Skills

Written English communication

Typing speed 30-40 WPM

Interpersonal skills

Multitasking in chats

Tools

Freshchat

Freshdesk

Google Sheets

CRM tools

Job description

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 opportunity

We are looking for a high-ownership, execution-focused passionate individual to join Our Team as a Retail Operations Lead to drive and scale a world-class offline retail experience across our West region store network.

This role goes beyond managing stores — it is about owning regional performance end-to-end, driving consistency, conversion, and customer delight across every touchpoint, while building strong operational systems and teams that can scale rapidly.

You will work closely with cross-functional teams and own end-to-end store performance across the region — from customer experience and SOP adherence to team productivity and inventory discipline.

Respond promptly and accurately to customer queries custom via chats, and reach out to customers proactively wherever required.

Gather valuable customer feedback and insights and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.

Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.

Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.

Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.

Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues.

Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.

Work with a 6-day working schedule, week-offs on a roster basis

6 months to 3 years of experience in a Customer Service or Chat Support role.

Excellent written communication skills in English (grammar, clarity, and tone are essential).

Good typing speed with high accuracy (minimum 30–40 WPM preferred).

Strong interpersonal skills with the ability to handle multiple chats simultaneously.

Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.

Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.

Ability to turn customer dissatisfaction into a positive experience through effective written communication.