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 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 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 does You ll fit right in if you care about craft take responsibility for your own growth and thrive in an workplace 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 How to Apply If this sounds like your kind of role hit Apply we d love to hear from you