Customer Support SME (Chats Specialist)

Neara; India; On-site; INR 420,000 - 650,000; Full time

Job summary

Aramya in Gurugram, Haryana, is seeking a Customer Support SME (Chats Specialist) to drive quality, escalations management, and process adherence within the support function. You will monitor live chats and tickets across categories, ensuring timely closures and SLA compliance.

The role requires deep experience with Freshdesk and Freshchat, plus a strong analytical mindset. You will mentor agents, refine response templates, and deliver regular performance insights to improve response quality and

Qualifications

• 2–4 years of experience in Customer Support or Escalations in a D2C/e-commerce environment.
• Strong understanding of support workflows and ticket lifecycle.
• Excellent written and verbal communication in English and Hindi.
• Ability to coach chat/ticket agents and drive process improvements.

Responsibilities

• Review, assign, and monitor live chats and tickets to ensure SLA adherence.
• Manage Level-2 escalations and coordinate with internal teams for timely resolutions.
• Conduct daily quality audits on chats and tickets for tone and tagging hygiene.
• Share performance insights with Team Lead to identify gaps and improvements.
• Ensure SOP adherence and update templates for empathy and accuracy.
• Train and mentor chat/ticket agents with feedback from recurring issues.
• Maintain escalation trackers and ensure no unresolved or untagged tickets.
• Support both chat and ticket operations, balancing workload and performance.
• Refine macros and canned responses to maintain brand voice.

Skills

Customer Support

Escalations

Coaching & Mentoring

Analytical problem-solving

Multitasking

Communication

Tools

Freshdesk

Freshchat

Shopify

Google Sheets

Job description

Customer Support SME (Chats Specialist)

Job type: Full Time · Department: Fulfilment & Customer Experience · Work type: On-Site

Gurugram, Haryana, India

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 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 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 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

• 2-4 years of experience in a Customer Support or Escalations role in a D2C/e-commerce environment.

• Strong understanding of support workflows, ticket lifecycle, and chat concurrency management.

• Strong working knowledge of Freshdesk, Freshchat, Shopify, and Google Sheets.

• Excellent written and verbal communication skills (English & Hindi mandatory).

• Strong analytical mindset and attention to detail in ticket handling, audits, and reporting.

• Ability to coach chat and ticket agents, multitask, and coordinate across functions.

• Proactive ownership, problem-solving ability, and willingness to guide team members.