Customer Service Head

Job Title: Customer Service Head

Location: Koregaon Park, Pune

Department: Customer Service

Type: Full-Time | On-Site

Working Days: Monday - Saturday

Shift Timing: 10 AM TO 7 PM

About Palmonas:

Palmonas is a fast-growing demi-fine jewelry brand redefining everyday luxury. We pride ourselves on

exceptional customer experiences and are looking for a Customer Service Head to lead our support team

and elevate our customer satisfaction standards.

Role Overview:

The Customer Service Head will be responsible for managing the entire customer experience journey at

Palmonas. This includes overseeing day-to-day support operations, building customer-centric strategies,

managing escalations, and ensuring a seamless post-purchase experience across all touchpoints.

Key Responsibilities:

 Lead and manage the customer service team, including hiring, training, and performance

management.

 Set and monitor KPIs for customer support (TAT, CSAT, NPS, etc.) and ensure service

excellence.

 Handle escalated issues and provide resolution with a problem-solving and empathetic approach.

 Develop customer experience SOPs and maintain service quality standards across channels

(Email, WhatsApp, Instagram DMs, and Calls).

 Coordinate with logistics, operations, and warehouse teams to resolve order-related issues

efficiently.

 Collaborate with marketing and product teams to integrate customer feedback into brand strategy

and improvements.

 Maintain CRM tools, ticketing systems, and generate regular customer service reports for

management review.

 Innovate and implement scalable processes to handle increasing customer volume while

maintaining personalized service.

 Drive loyalty, retention, and post-purchase engagement through superior customer experience.

Requirements:

 Bachelor’s degree in Business, Communications, or a related field. MBA preferred.

 5–7 years of experience in customer service, with at least 2 years in a leadership role (preferably

in D2C, fashion, or lifestyle brands).

 Excellent communication, interpersonal, and conflict resolution skills.

 Strong understanding of CRM and customer support tools like Freshdesk, Zoho, Intercom, etc.

 Data-driven mindset with experience in handling high-volume customer interactions.

 Ability to lead and motivate a team in a fast-paced environment.

Preferred:

 Experience in e-commerce or luxury/fashion D2C brands.

 Familiarity with returns, exchanges, order fulfilment and end-to-end customer journey

management.