Senior Customer Representative

Job Title: Senior Customer Representative

Location: New Delhi

Brand: Fraganote

About Fraganote

Fraganote is a VC-backed Indian fragrance house redefining how modern India experiences perfume.

We are deeply obsessed with blends, stories, and the emotional architecture of fragrance. Here, perfume isn’t a product — it’s identity, memory, mood, and cultural commentary.

Conversations in our office range from olfactory construction to consumer psychology to whether a vanilla note should feel smoky, creamy, or quietly powerful.

Yes, we’ve turned popcorn into a perfume. Yes, it smells unexpectedly addictive.

We operate somewhere between a fragrance lab and a creative studio.

• Music is always playing — playlists are curated, not shuffled.
• Perfume trials spark serious debate.
• Ideas are tested quickly.
• Ownership is assumed.
• And every last Friday of the month is “Fun Friday” — which has been known to include highly competitive Street Fighter battles on a PS5.

We move fast. We think long-term. And we care deeply about building something iconic.

If you’re excited about shaping a modern Indian fragrance house — not just participating in one — you’ll feel at home here.

Experience Required:

2–5 years of experience in customer support / customer service operations,customer success/ community including team management.

Job Summary:

The Senior Customer Representative will lead and manage the customer support team to ensure high-quality service delivery, customer satisfaction, and operational efficiency. The role involves managing daily support operations, improving processes, handling escalations, and driving service excellence across all customer touchpoints.

Key Responsibilities:

Customer Support Operations

• Manage day-to-day customer support operations across channels (phone, email, chat, CRM, etc.)
• Ensure timely and effective resolution of customer queries and issues
• Monitor service levels, response times, and customer satisfaction metrics

Team Leadership & Development

• Lead, coach, and mentor customer support executives and team leads
• Conduct regular performance reviews and provide feedback
• Plan staffing, shifts, and workload distribution to meet service demands
• Train team members on products, processes, and customer handling skills

Customer Experience & Escalation Management

• Handle complex customer escalations and complaints
• Act as a point of contact for high-priority or key customers
• Ensure consistent, professional, and customer-centric communication

Process Improvement & Quality Assurance

• Develop and implement support processes, SOPs, and best practices
• Identify gaps and drive continuous improvement initiatives
• Monitor call quality, ticket quality, and compliance with standards

Reporting & Analytics

• Prepare and analyze support performance reports
• Share insights and recommendations with senior management
• Use data to improve team productivity and customer satisfaction

Cross-functional Collaboration

• Work closely with Sales, Product, Operations, and Tech teams
• Provide customer feedback to improve products and services
• Support product launches, updates, and customer communications

Tools & Systems

• Manage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
• Ensure accurate documentation and data integrity in support systems

Key Skills & Competencies:

• Strong people management and leadership skills
• Excellent verbal and written communication
• Problem-solving and conflict resolution abilities
• Customer-focused mindset with attention to detail
• Strong analytical and reporting skills
• Ability to work in a fast-paced environment

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field
• 2–5 years of experience in customer support or service roles
• Prior experience in a supervisory or managerial role preferred