Aura Gold

Job Summary

We are looking for an experienced Chat Support Lead to manage our chat and customer support team. You will lead the team, train new members, check the quality of their replies, handle difficult customer cases yourself, and share customer insights with management to help improve the app.

Key Responsibilities

Team Leadership

·       Lead, guide, motivate, and manage a team of chat and customer support executives.

·       Conduct daily team huddles to communicate updates, priorities, and targets.

·       Conduct regular one-on-one discussions to review performance and provide feedback.

·       Manage team attendance, leave approvals, schedules, and discipline.

·       Build a positive, collaborative, and customer-focused team culture.

Shift Planning & Support Operations

·       Prepare weekly shift rosters to ensure continuous coverage across chat, calls, and email support.

·       Plan extra coverage during peak periods, including festival seasons, promotional campaigns, and significant gold price movements.

·       Monitor live support queues and reallocate team members based on workload and business requirements.

·       Ensure service levels and response-time targets are consistently achieved.

Training & Coaching

·       Train new employees on Aura Gold products, systems, tools, processes, and customer service standards.

·       Conduct refresher training on new features, offers, policies, and process updates.

·       Coach team members on empathy, professional communication, clear writing, and handling difficult customers.

·       Ensure responses are personalised, relevant, and customer-focused rather than repetitive or copy-paste responses.

·       Identify skill gaps and implement appropriate coaching and training plans.

Quality Assurance

·       Conduct regular quality reviews of customer chats, calls, and emails.

·       Evaluate interactions based on accuracy, communication, empathy, compliance, and resolution quality.

·       Provide timely feedback and track individual improvement.

·       Maintain and regularly update response templates, FAQs, knowledge bases, and SOPs.

·       Identify recurring quality issues and recommend corrective actions.

Escalation Management

• Personally manage and resolve critical or sensitive customer issues, including:

·       Money debited but gold not credited.

·       Failed or pending payments and refunds.

·       Autopay-related issues.

·       Delayed sell or withdrawal payouts.

·       KYC rejections and account-related issues.

·       Delayed or missing gold deliveries.

·       Highly dissatisfied or escalated customers.

• Coordinate with relevant teams to ensure timely resolution of escalated cases.

• Escalate issues to senior management, technology, payments, product, operations, or legal teams wherever required.

• Immediately flag suspected fraudulent or suspicious transactions to the Risk team.

Cross-Functional Coordination

·       Work closely with Payments, Technology, Product, Vault, Delivery, Risk, and other relevant teams to resolve customer issues.

·       Report application bugs, system issues, and recurring customer pain points to the Product and Technology teams.

·       Share customer insights and operational feedback to support product and process improvements.

Customer Feedback and Reporting

·       Monitor customer reviews on the Google Play Store and Apple App Store and ensure timely responses.

·       Conduct customer surveys and gather feedback to understand customer experience and satisfaction.

·       Prepare and share daily summaries and weekly reports covering team performance, customer issues, escalations, and key trends.

·       Identify recurring customer concerns and recommend process improvements.

Key Performance Indicators (KPIs)

• First Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Audit Score:
• Achievement of team productivity, service-level, and customer experience targets.

Key Skills:

·       Strong team leadership and people-management skills.

·       Strong customer-handling and conflict-resolution abilities.

·       Ability to manage escalations and high-pressure situations.

·       Good analytical and problem-solving skills.

·       Strong organisational and time-management skills.

·       Customer-first mindset with strong attention to detail.

·       Ability to work in a fast-paced, technology-driven environment.

·       Familiarity with CRM, ticketing, chat-support, and customer service tools like Freshdesk, Zendesk, Intercom, or similar is an added advantage.

·       Excellent verbal and written communication.

·       Good understanding of UPI, autopay, payment gateways, and KYC

·       Comfortable with Excel or Google Sheets for reporting

·       Experience in fintech, banking, or digital payments is a strong plus

What We Offer:

·       Competitive salary with monthly performance incentives

·       Paid leave and holidays

·       Full training on products and tools

·       Clear growth path to Support Manager or Head of Customer Experience

·       A chance to build and shape the support team at a fast-growing fintech company

Job Summary

We are looking for a motivated and result-oriented Sales Consultant to drive business growth through both virtual and direct sales channels. The role involves identifying potential customers through our application, understanding their requirements, presenting suitable solutions, building strong client relationships, and converting prospects into customers.

The ideal candidate should be confident in communicating with customers through phone, video calls, email, and in-person meetings, with a strong focus on achieving sales targets.

Key Responsibilities

1. Lead Generation & Prospecting

• Identify and generate new business opportunities through online and offline channels.
• Contact prospective customers through calls, emails, WhatsApp, social media, and other digital platforms.
• Maintain and regularly update the sales pipeline.

2. Virtual / Inside Sales

• Conduct sales discussions through phone calls, video conferences, email, and other digital platforms.
• Understand customer requirements and recommend appropriate products/services.
• Conduct online product/service demonstrations and presentations.
• Follow up with leads regularly and move prospects through the sales cycle.
• Handle customer queries and provide timely information.
• Provide support in packaging of ecommerce orders.

3. Direct / Field Sales

• Meet prospective and existing customers in the outlet by fixing the appointment to understand their business requirements.
• Conduct face-to-face presentations, demonstrations, and negotiations.
• Attend business meetings, networking events, exhibitions, and other sales activities as required.

Required Skills & Competencies

• Excellent communication skills.
• Strong interpersonal and relationship-building skills.
• Good presentation and negotiation abilities.
• Confidence in conducting both virtual and face-to-face sales meetings.
• Strong persuasion and customer-handling skills.
• Ability to understand customer requirements and recommend suitable solutions.
• Good follow-up and time-management skills.

Qualification

• Any Degree.

Experience

Preferred: 1–4 years of experience in sales, business development, inside sales, field sales, or a customer-facing role.

Freshers with strong communication, confidence, and a willingness to learn may also be considered.

Job Description:

Head of Engineering — Chennai (Onsite)About the Role

Job Details

Position: Head of Engineering

Department: Engineering

Experience: 6–8 Years

Employment Type: Full-time

Location: Chennai, On-site

Salary: Up to ₹24,00,000 per annum

About the Role

We’re looking for a Head of Engineering to take end-to-end ownership of engineering for a fast-moving product. You’ll be responsible for architecture, execution, product quality, engineering culture, and team growth.

This is a hands-on leadership role. You’ll spend approximately 60% of your time coding and reviewing code and 40% on product, people, and engineering leadership.

What You’ll Do

• Own engineering end to end, including architecture, development, delivery, quality, and hiring.
• Stay hands-on with the codebase, spending roughly 60% of your time writing and reviewing code.
• Establish and continuously improve the engineering workflow: how the team plans, builds, reviews, ships, and measures.
• Improve development velocity and reduce cycle time without compromising product quality.
• Drive AI-assisted software development across the engineering team using Claude Code and similar agentic coding tools as a core productivity lever.
• Establish practical systems and workflows that demonstrate measurable improvements in engineering throughput.
• Work closely with the founders on product strategy, technical trade-offs, priorities, and what to build next.
• Build, mentor, and scale a high-performing engineering team.

What We’re Looking For

• 6–8 years of professional software engineering experience.
• Experience taking at least one product from zero to launch.
• Experience building and scaling at least one product to a large user base.
• Strong hands-on expertise in Python and Node.js.
• Comfortable working with React Native / Expo.
• Strong understanding of PostgreSQL and database fundamentals.
• Previous experience leading a small engineering team.
• A leadership style based on ownership and technical example, rather than simply assigning tickets.
• Daily experience with agentic coding tools, with the ability to demonstrate how they have improved development speed and team throughput.
• Strong product instincts and the ability to form opinions about user problems, not just technical implementation.
• Based in Chennai or willing to relocate.

How We Work

We operate with high pace, high ownership, and short feedback loops.

You’ll be expected to get close to the product, understand the users, make decisions quickly, and ship within your first week.

If you enjoy building products from the ground up, staying close to the code, and using AI to fundamentally improve how engineering teams work, we’d love to hear from you.

How to Apply

Join Aura Gold and be part of building a high-performing team from the ground up!

Ability to commute/relocate:

• Chennai, Tamil Nadu (Chennai, Chennai District): Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Language:

• English, Tamil , Hindi (Required)

Location:

• Chennai, Tamil Nadu (Chennai, Chennai District) (Required)

Work Location: In person