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