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
