Customer Experience (Warranty & Service) Job in Mumbai at Headphone Zone

About the Job

About Headphone Zone:

We don’t run Headphone Zone like a company. We run it like a community of people who care deeply about helping others rediscover music. We’re proud to be a 100% independent, Indian-owned business, committed to bringing the world’s finest headphones and audio gear to discerning listeners across the country. We choose to be the best, not the biggest. We serve our customers with the same level of care, respect, and attention we’d want for ourselves- guided by a simple ethos: we’re ladies and gentlemen, serving ladies and gentlemen. And above all, while we are not a music company, music is at the core of everything we do.

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.

Why this role matters:

Our commitment to customers doesn’t end when they place an order- it continues long after. You’ll be the reason customers trust us to stand behind the products we curate. You’ll turn potentially frustrating warranty moments into positive experiences- reinforcing why customers choose Headphone Zone.

Key Responsibilities:

1. Manage the end-to-end process for warranty claims and service requests
2. Communicate clearly with customers about warranty coverage, timelines, and expectations
3. Liaise with brand partners, service centres, and logistics partners to coordinate repairs/replacements
4. Maintain accurate records of all warranty cases
5. Proactively follow up with customers to ensure satisfaction
6. Handle escalations with ownership and empathy
7. Help customers identify and diagnose product issues
8. Collaborate with the Customer Happiness and Operations teams to ensure seamless experiences
9. Identify trends in warranty/service issues- and suggest improvements
10. Use tools like Freshdesk, Google Workspace, Notion, Slack

Cultural fit:

Headphone Zone is a place for people who want to do great work- the right way, not the easy way. We believe in showing up every day with curiosity, ownership, and a commitment to getting better. Titles and ladders don’t matter here; how you think, learn, and contribute do. You’ll fit right in if you care about craft, take responsibility for your own growth, and thrive in an environment that’s fast, unstructured, and a little chaotic (in the best way). Most of all, we’re here to help people rediscover music- and everything we do comes from that purpose.

Why join us?

At Headphone Zone, you’ll be part of a small, passionate team that takes pride in doing things differently. We believe in craft, community, and curiosity- and we’re here to serve, not to sell. You’ll have the freedom to own your work, learn constantly, and contribute to a team that values quality over scale. If you believe in treating customers with grace and respect, care about helping people experience music more deeply, and thrive in a culture built on trust and hustle- you’ll love it here.

Number of Openings

4 openings

Skills

Effective Communication