Website:
surma.in
Job details:
At Surma, we are building a women's wear brand that makes Everyday Beautiful—through thoughtfully designed clothing and deeply thoughtful customer experiences. For us, every customer conversation is not a ticket. It is a moment of connection with the brand.
We are looking for someone who can turn everyday customer interactions into warm, effortless, and memorable experiences.
Location: Sector 58, Gurgaon (On-site)
Working Days: 6 Days a Week
What You’ll Do
1. Data Analysis & Insights
- Analyze customer Delight, operations, logistics, return/exchange, and delivery-related data to identify trends, gaps, and customer pain points
- Build actionable insights from dashboards, reports, and raw operational data
- Identify recurring issues, recommend and deploy corrective/preventive actions
2. Proactive Customer Delight
- Take proactive action based on data signals before customers escalate issues
- Coordinate with customers through calls, WhatsApp, emails, or support channels when required
- Escalate issues internally to warehouse, logistics, finance, or growth teams for timely resolution
- Coordinate with third-party partners, such as courier/logistics providers to resolve operational concerns
- Take ownership until the issue is fully resolved—not just responded to
3. Process Improvement & Customer Excellence
- Drive continuous process improvement initiatives across customer journey touchpoints
- Identify automation opportunities and operational inefficiencies
- Create SOPs, workflows, escalation matrices, and quality standards
- Work closely with cross-functional teams to improve customer experience and operational efficiency
- Reduce customer effort and improve first-contact resolution
4. Work with Multiple Tools & Systems
- Shopify (orders & customer details)
- Bitespeed/Limechat (WhatsApp conversations)
- Return Prime (returns & exchanges)
- Unicommerce (order management)
5. Collaborate & Improve - work closely with:
- Operations team (for delivery & logistics issues)
- Internal team (for escalations)
- Share recurring customer feedback to help improve: Products, Policies, Communication
Who You Are
- Graduate in any discipline
- 3-5 years of experience in customer support/customer experience (D2C or e-commerce preferred)
You Will Thrive If You:
- Have a customer-first mindset with attention to detail
- Can stay calm and clear even in challenging situations
- Are comfortable navigating multiple tools and systems
- Are proactive rather than reactive
Must-Haves
- Strong analytical mindset with the ability to interpret operational/customer data
- Excellent communication skills (written and verbal)
- Strong ownership and problem-solving ability
- Ability to work in a fast-paced, high-accountability environment
Why This Role Matters
At Surma, customer delight is not a support function—it is a core part of the brand experience.
This role sits at the intersection of:
Product
Operations
Brand
You will not just solve problems, you will shape how customers feel about Surma.
Click on Apply to know more.