Job Title: Senior Customer RepresentativeLocation: New DelhiBrand: FraganoteAbout FraganoteFraganote 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 OperationsManage day-to-day customer support operations across channels (phone, email, chat, CRM, etc.)Ensure timely and effective resolution of customer queries and issuesMonitor service levels, response times, and customer satisfaction metricsTeam Leadership & DevelopmentLead, coach, and mentor customer support executives and team leadsConduct regular performance reviews and provide feedbackPlan staffing, shifts, and workload distribution to meet service demandsTrain team members on products, processes, and customer handling skillsCustomer Experience & Escalation ManagementHandle complex customer escalations and complaintsAct as a point of contact for high-priority or key customersEnsure consistent, professional, and customer-centric communicationProcess Improvement & Quality AssuranceDevelop and implement support processes, SOPs, and best practicesIdentify gaps and drive continuous improvement initiativesMonitor call quality, ticket quality, and compliance with standardsReporting & AnalyticsPrepare and analyze support performance reportsShare insights and recommendations with senior managementUse data to improve team productivity and customer satisfactionCross-functional CollaborationWork closely with Sales, Product, Operations, and Tech teamsProvide customer feedback to improve products and servicesSupport product launches, updates, and customer communicationsTools & SystemsManage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)Ensure accurate documentation and data integrity in support systemsKey Skills & Competencies:Strong people management and leadership skillsExcellent verbal and written communicationProblem-solving and conflict resolution abilitiesCustomer-focused mindset with attention to detailStrong analytical and reporting skillsAbility to work in a fast-paced environmentQualifications:Bachelor’s degree in Business, Communications, or a related field2–5 years of experience in customer support or service rolesPrior experience in a supervisory or managerial role preferred
Job Title
Senior Customer Representative