Subject Matter Expert

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're well funded, with $20M raised from marquee investors like Accel, Z47 and industry veterans. Our first brand, Aramya, launched in 2024, achieved 40 Cr in revenue in its very first year, powered by a proprietary supply chain, in-house manufacturing, and data-led designing.

Today, we're operating at a 200 Cr ARR and scaling fast across D2C and retail stores.

Website: www.aramya.in

Our Team: https://shorturl.at/l6uYJ

About the Role

We are looking for a Customer Support SME (Tickets 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 tickets and live chats 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.

Location: Gurugram (AIHP Palms, Plot number 242, 243, Phase IV, Udyog Vihar, Sector 18, Gurugram)