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: TheSenior Customer Representativewill 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 systemsKey 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 environmentQualifications: 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
Job Title
Senior Customer Representative