Customer Experience & Operations Head

As the Customer Experience & Operations Head at Eternz, you will play a crucial role in revolutionizing the jewelry industry by overseeing the day-to-day business operations and managing pre-order and post-order customer interactions. Your responsibilities will include: - Leading the customer support team to provide exceptional service through 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 with timely and empathetic resolutions. - Establishing feedback loops between support, tech, and product teams for issue resolution. - Handling end-to-end post-order operations, from order flow to delivery tracking. - Collaborating with logistics partners to streamline operations and enhance return/exchange processes. - Creating dashboards and SOPs to improve operational efficiency and reduce costs. - Working closely with brands to exceed SLAs and customer expectations. - Implementing tools and automation for task streamlining and insightful reporting. - Leading continuous improvement projects to enhance the 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. - Proven track record in managing customer support teams and scaling operations. - Strong analytical and problem-solving skills with a proactive execution approach. - 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. 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. (Note: Omitting Additional Details section as it is not present in the provided JD),