Customer Experience Representative

Aamra · India

Location: India (Remote) · Shift: US hours (night shift IST)

Experience: 2–3 years

About Aamra

Aamra is a semi-fine jewelry brand launching in North America — quiet luxury, modern craft, priced $100–450, sitting confidently between disposable fast-fashion jewelry and high-commitment fine jewelry. We are a founding team building from the ground up.

While Aamra is a fresh name in modern fashion, our roots run incredibly deep. Aamra is curated in partnership with Amrapali, a name that has defined fine jewelry craftsmanship for over 40 years. For more than three decades, Amrapali's master artisans have designed breathtaking, custom handmade jewelry for global celebrities, royalty, and the world's most exclusive red carpets.

The Role

You are the voice of Aamra for every customer in the US and Canada. You'll handle questions in a tone that matches a brand people trust with gifts, proposals, and milestones.

What you'll do

• Respond to customer queries across email, chat and phone with speed, warmth and accuracy
• Guide shoppers through sizing, materials, care, gifting, and product selection
• Own order issues end to end — tracking, exchanges, returns, damages, delays and follow through until resolved
• Flag recurring problems and customer insights to the founding team; you'll see patterns before anyone else does
• Maintain response-time and satisfaction standards and help build our support playbook from scratch

What we are looking for

• 2–3 years in customer support or client servicing, ideally for a D2C, e-commerce, luxury, or international brand
• Excellent written and verbal English — clear, natural, and polished; you can write a sentence a customer wants to read
• Comfortable working night shifts aligned to US Eastern/Pacific business hours
• Calm and composed with frustrated customers; genuinely enjoys solving problems
• An eye for detail and an interest in jewelry, fashion, or design