Customer Support Team Lead

About Earthful

Earthful is a VC-funded FMCG brand building Indias most trusted clean-label wellness products. We were recently featured on Shark Tank India and have raised a Pre-Series A round led by V3 Ventures and Fireside Ventures.

The founders (Sudha Gogineni and Veda Gogineni) are graduates from IIT Kharagpur and ISB with a multitude of experience across multinational companies & startups, such as Uber, Meesho, Deutsche Bank, ITC.

Earthful is a fast-growing startup, offering high ownership and the opportunity to work closely with the founders. We are looking for a candidate who is passionate about scaling a startup!

Key Responsibilities:

Team & Floor Management

Own shift onboarding and relieving routines, ensuring smooth handovers and team readiness at the start and end of every shift

Monitor executive workload, drive executive productivity, and intervene during spikes or escalations

Track and report shift attendance, breaks, and adherence to schedule; flag exceptions to management

Conduct hourly check-ins and generate hourly performance reports for visibility into CX throughput

Operations Oversight

Monitor and support executives across all CX Ops workstreams: inbound tickets (WhatsApp, Instagram DMs, Email, Messenger), inbound calls, RCA documentation, and R&D query inputs

Oversee order management tasks including cancellations, address updates, profile modifications, order item changes, returns, and refunds processing

Track unfulfilled orders and coordinate with relevant teams to resolve exceptions within SLA

Review and approve freight and product waivers raised by executives; ensure decisions are consistent with policy

Monitor all engagement platforms (YouTube, Instagram, Marketplaces, JudgeMe, Kwik Engage) and ensure executive replies are timely, on-brand, and complete

Logistics & Escalation Management

Independently identify and prioritise delayed order cases from logistics data. Build insights and action summaries for management

Own escalation pathways for unresolved delayed order cases. Coordinate with 3PL partners to drive resolution.

Review waiver approvals and escalations raised by the team and ensure appropriate disposition

Quality, SOPs & Training

Conduct regular SOP audits across CX Ops, Logistics, OMS, and Engagement to ensure process compliance and identify gaps

Audit resolved cases for SOP adherence, tone, accuracy, and resolution quality; share structured feedback with executives

Create and maintain SOPs for all workflows; update documents in response to policy changes, product updates, or recurring escalation patterns

Review RCA and R&D query inputs from executives and implement learnings back into SOPs to drive continuous improvement

Train new and existing executives on processes, tools, and escalation protocols; maintain training documentation

Reporting & Cross-functional Collaboration

Track key metrics, identify trends, and take actions to drive performance improvements

Prepare and share management reports on CX operations, escalation trends, team performance, and quality outcomes

Drive cross-functional synergies with Supply Chain, Product, Marketing, and Tech teams to resolve recurring customer pain points

Serve as the primary point of contact for internal stakeholders on escalated customer issues requiring multi-team resolution

Experience & Background:

24 years of experience in a customer experience, customer support, or CX operations role, with at least 1 year in a team lead or supervisory capacity

Prior experience in a D2C, e-commerce, or FMCG setup is strongly preferred

Familiarity with multi-channel customer support operations (chat, email, voice, and social media)

Hands-on experience working with CRM or helpdesk platforms (e.g. Freshdesk, Zoho Desk, Salesforce, Zendesk, or similar)

Exposure to logistics platforms and 3PL coordination is a plus

Skills & Competencies

Strong written and verbal communication skills; ability to draft clear, empathetic customer responses as well as structured internal reports

Ability to multitask and prioritise effectively in a fast-paced, high-volume environment

High ownership mindset proactively flags issues, follows through on tasks, and holds the team accountable

Data-oriented approach to identifying issues: comfortable working with spreadsheets and dashboards to track performance and generate insights

Process thinking: ability to document workflows clearly, identify inefficiencies, and structure SOPs for a diverse team

Conflict resolution and de-escalation skills able to handle difficult customer situations and guide executives through complex cases