Customer Experience & Operations Head

At Eternz, the focus is on revolutionizing the way India explores, purchases, and enjoys jewelry. The company is a technology-driven vertical marketplace that aims to integrate jewelry into everyday life beyond just special occasions. Eternz is dedicated to creating a reliable platform that empowers modern women to showcase their identity and style through their daily choice of jewelry. The belief at Eternz is that jewelry is not merely an accessory but a symbol of confidence, individuality, and empowerment. By leveraging technology, design, and profound consumer insights, Eternz is on a mission to transform a $94B+ industry. As the Customer Experience & Operations Head at Eternz, your role will involve overseeing the day-to-day business operations, along with managing pre-order and post-order customer interactions. Your responsibilities will include: - Leading the customer support team to provide exceptional service across various channels such as chat, email, and phone. - Developing and implementing scalable support processes including SOPs, SLAs, and escalation protocols. - Monitoring and optimizing key metrics like NPS, CSAT, First Response Time, and Resolution Time. - Managing high-touch customer escalations and ensuring timely and empathetic resolutions. - Establishing feedback loops between support, tech, and product teams to address underlying issues. - Taking charge of end-to-end post-order operations, including order flow, partner coordination, inventory synchronization, packaging, and delivery tracking. - Collaborating with logistics partners to streamline operations, ensure timely fulfillment, and enhance return/exchange processes. - Creating dashboards and SOPs to enhance operational efficiency and reduce costs. - Working closely with brands to exceed SLAs and customer expectations. - Implementing tools and automation to streamline repetitive tasks and generate insightful reports on customer feedback and operational performance. - Leading continuous improvement projects to enhance the overall customer journey and operational backend. Desired Qualifications: - B.Tech, Bachelor's degree, MBA Preferred. - 5-8 years of experience in customer experience and/or marketplace operations, particularly in e-commerce, marketplace, or D2C startups. - Proven track record of managing customer support teams and scaling operations. - Strong analytical and problem-solving skills with a proactive approach to execution. - Excellent written and verbal communication skills with a clear, empathetic, and persuasive style. - Proficiency in tools like Freshdesk, Excel/Sheets, and basic automation tools. - Bonus: Experience in fashion, jewelry, or luxury lifestyle categories. What Eternz Offers: - High ownership role in a fast-paced environment. - Opportunity to collaborate closely with the founder and a dedicated team. - Competitive salary and wealth generation through ESOPS. - Rapid career growth and performance appraisals. - Dynamic and collaborative work culture with no hierarchy or politics. - Health insurance coverage. Additional Details: Eternz is an early-stage startup that values dedication, persistence, and consistent effort. The company operates on a 6-day work week, emphasizing the importance of hard work and passion. Team members actively engage with customers to ensure that Eternz is developed in the right direction. The work environment is hands-on, with everyone embracing ownership and the full scope of their roles. Location: HSR, Bangalore Website: www.eternz.com Interested candidates can apply by sending their resume to hiring@eternz.in.,