Customer Experience - (Warranty & Service)
Customer Experience - (Warranty & Service)
About the role
About the Role
As part of the Customer Experience - Warranty & Service team, you'll play a critical role in ensuring that after-sales experiences are as exceptional as the products we sell.
You'll manage warranty claims, service requests, and repair processes — helping customers navigate issues with clarity and care. You'll be the bridge between our customers, our brand partners, and service centres.
What You'll Do
- Manage the end-to-end process for warranty claims and service requests
- Communicate clearly with customers about warranty coverage, timelines, and expectations
- Liaise with brand partners, service centres, and logistics partners to coordinate repairs/replacements
- Maintain accurate records of all warranty cases
- Proactively follow up with customers to ensure satisfaction
- Handle escalations with ownership and empathy
- Help customers identify and diagnose product issues
- Collaborate with the Customer Happiness and Operations teams to ensure seamless experiences
- Identify trends in warranty/service issues — and suggest improvements
- Use tools like Freshdesk, Google Workspace, Notion, Slack
What We're Looking For
- 1–2 years of experience in after-sales service, warranty management, or customer support is a plus
- Strong communication skills — clear, professional, and empathetic
- Excellent organisational skills and attention to detail
- A mindset aligned with our values: doing the right way, not the easy way; always learning and improving; taking ownership and responsibility; understanding that growth lies in discomfort; serving with grace and respect
- Ability to manage multiple cases and priorities
- Patience and resilience — ability to handle challenging situations gracefully
- Based in Mumbai — this is a full-time, in-office role at our HQ in Andheri West
- We encourage freshers to apply
Like you, we love music. Headphone Zone is India's home for audiophiles. Since 2011, we've been on one mission: help people who love music hear it the way it deserves to be heard. We chose to be the best, not the biggest. We don't carry everything. We carry what we believe in. If it's here, we've listened to it. If we didn't like it, it's not here. We say no to most brands so the ones we carry actually matter. Here's what we really sell: a moment. You put on a pair of headphones, play a song you've heard hundreds of times, and suddenly you hear something you never noticed before. A backing vocal buried in the mix. The breath before the chorus. A guitar riff that was always there but never heard. That moment of discovery, with your own music, is why we exist. A growing share of what we sell carries the Headphone Zone name on it. Co-branded products we've built or sourced because we saw a gap, heard a need, and decided to fill it ourselves. When our logo is on something, we've staked our reputation on it. We run Headphone Connect, one of India's largest audiophile gatherings, across multiple cities. Hundreds of music lovers come together to try gear, geek out, and share their passion. It started as a small BYOG (Bring Your Own Gear) meetup. It's grown into something special, but the heart of it hasn't changed: a room full of people who finally don't have to explain why they care this much. We're 100% family-owned, bootstrapped, and proudly Indian. No external funding. Just honest work, real passion, and a community that keeps growing. Not everyone cares about music the way audiophiles do. And that's ok. We're not for everyone. We're for people who choose music.
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