Subject Matter Expert

Dslr Technologies; Gurugram District; On-site; INR 420,000 - 720,000; Full time

Job summary

Aramya is hiring a Customer Support SME – Chat Process in Gurugram. The role focuses on monitoring live chats, resolving issues, and coordinating with internal teams to maintain service quality.

The ideal candidate has 2–4 years of experience in customer support, with strong knowledge of Freshdesk, Freshchat, Shopify, and Google Sheets, and excellent English/Hindi communication. Work is from the office with day shifts.

Qualifications

• 2–4 years of experience in customer support or escalations, preferably in D2C/e-commerce.
• Strong knowledge of Freshdesk, Freshchat, Shopify, and Google Sheets.
• Excellent communication skills in English and Hindi.
• Good understanding of reporting, roster management, and chat/ticket operations.
• Strong analytical, problem-solving, and team management skills.

Responsibilities

• Monitor live chats and tickets to ensure timely, accurate resolutions.
• Handle customer escalations and coordinate with internal teams.
• Conduct quality audits and ensure process compliance.
• Prepare daily login, performance, and shrinkage reports.
• Manage team rosters and track agent performance.
• Coach and mentor agents to improve customer experience and productivity.

Skills

Freshdesk

Freshchat

Shopify

Google Sheets

Tools

Google Sheets

Job description

Were Hiring | Customer Support SME – Chat Process

Join Aramya, a 300 Cr ARR fashion & lifestyle company backed by Accel and Z47, and be part of our growing customer support team.

What You’ll Do

• Monitor live chats and tickets to ensure timely, accurate resolutions.
• Handle customer escalations and coordinate with internal teams.
• Conduct quality audits and ensure process compliance.
• Prepare daily login, performance, and shrinkage reports.
• Manage team rosters and track agent performance.
• Coach and mentor agents to improve customer experience and productivity.

What We’re Looking For

• 2–4 years of experience in customer support or escalations, preferably in D2C/e-commerce.
• Strong knowledge of Freshdesk, Freshchat, Shopify, and Google Sheets.
• Excellent communication skills in English and Hindi.
• Good understanding of reporting, roster management, and chat/ticket operations.
• Strong analytical, problem-solving, and team management skills.

Job Details

Gurugram | Work from Office
Day Shift: 10 AM – 7 PM
6 Days Working | Rotational Week Off