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.
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
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
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
- 1–4 years of experience in customer support or service roles
- Prior experience in a supervisory or managerial role preferred
