Customer Experience & Operations Head

About Eternz:

At Eternz, we're reimagining how India discovers, shops, and experiences jewelry.

We are a tech-enabled vertical marketplace on a mission to make jewelry a part of everyday life—not just reserved for special occasions. Eternz is building a trusted platform that empowers modern women to express their identity and style through the jewelry they wear daily. We believe jewelry is more than adornment—it’s a statement of confidence, individuality, and empowerment. Join us as we reshape a $94B+ industry with technology, design, and deep consumer insight at the core.

Founder: Arthi Ramalingam, Second Time Founder in Jewelry Space, Marketing Leader (Ex-udaan)

Position Overview:

As a Customer Experience & Operations Head, you will be responsible for overseeing daily business operations, pre-order and post order customer experience.

Core Responsibilities:Customer Support Leadership

·      Build, lead, and mentor the support team to deliver exceptional service across chat, email, and phone.

·      Develop and implement scalable support processes (SOPs, SLAs, and escalation protocols).

·      Track and optimize key metrics such as NPS, CSAT, First Response Time, and Resolution Time.

·      Handle high-touch customer escalations and ensure timely and empathetic resolutions.

·      Create feedback loops between support, tech, and product teams to fix root causes.

Marketplace & Order Operations

·      Own end-to-end post-order operations including order flow, partner coordination, inventory sync, packaging, and delivery tracking.

·      Work closely with logistics partners to reduce delays, ensure timely fulfillment, and optimize return/exchange flows.

·      Create dashboards and SOPs to drive operational efficiency and reduce costs.

·      Collaborate with brands to ensure SLAs are met and customer expectations are exceeded.

Tools, Automation & Reporting

·      Identify and deploy tools (CRM, helpdesk, order management systems) to automate repetitive tasks.

·      Generate and present regular reports on customer insights, operational KPIs, and improvement initiatives.

·      Lead continuous improvement projects to elevate the customer journey and operations backend.

Desired Qualifications:

·      B.Tech, Bachelor's degree, MBA Preferred;

·      5-8 years of experience in customer experience and/or marketplace operations, ideally in e-commerce, marketplace or D2C startups.

·      Demonstrated experience managing customer support teams and scaling operations.

·      Strong analytical and problem-solving skills with a bias toward action and execution.

·      Excellent written and verbal communication—clear, empathetic, and persuasive.

·      Proficient with tools like Freshdesk, Excel/Sheets, and basic automation tools (e.g., Zapier, Notion, Airtable).

·      Bonus: Experience in a category like fashion, jewelry, or luxury lifestyle.

What is in it for you:

·      Very high ownership role in a fast-paced environment

·      Closely work with the founder & a super passionate team of people in building Eternz

·      Competitive salary commensurate & wealth generation through ESOPS

·      Fast career growth & appraisals

·      A dynamic and collaborative work environment- No hierarchy/Politics!

·      Health insurance

Additional Details:

We're an early-stage startup

We stay close to our customers

·      Location: HSR, Bangalore

Website: www.eternz.com

Interested candidates can apply by sending their resume to hiring@eternz.in