Customer Support Associate

Aramya; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Aramya is seeking a Retail Operations Lead to drive and scale a world-class offline retail experience across our West region store network. This high-ownership role will own regional performance end-to-end, ensuring consistent customer delight, SOP adherence, and strong inventory discipline.

You will collaborate with cross-functional teams to manage end-to-end store performance, from customer experience to team productivity and inventory discipline, while aligning with ongoing store openings and

Qualifications

• 6 months to 3 years of experience in a Customer Service or Chat Support role.
• Excellent written communication skills in English.
• Good typing speed with high accuracy (30-40 WPM).
• 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.

Responsibilities

• Respond promptly and accurately to customer queries via chats, and proactively reach out when needed.
• Gather customer feedback and insights and share notes with Product, Sales, and Marketing teams.
• Update internal databases with information related to technical issues and productive discussions with customers.
• Monitor customer complaints on social media platforms and provide resolutions with empathy.
• Coordinate with Delivery Partners to ensure timely dispatch and delivery of products.
• Connect with the reporting manager or highlight cases for faster resolution or escalation.
• Adhere to all SOPs and perform tasks to ensure 100% customer delight.
• Work with a 6-day working schedule, week-offs on a roster basis.

Skills

English Proficiency

Typing Speed

Interpersonal Skills

Multitasking

Problem Solving

Customer Focus

Tools

Freshchat

Freshdesk

Google Sheets

CRM Tools

Job description

Job Description:

About Aramya

Our vision is to build some of the worlds 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. Were 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.

Key Roles & Responsibilities

• 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

Key Qualification & skills

• 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.