Lead - Fulfillment & Experience

About Earthful

Earthful is an FMCG company focused in the health and wellness space. 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 an early stage startup and hence the candidate will have the opportunity to work closely with the founders. We are looking for a candidate passionate about scaling a startup.

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Location: Full-time, Hyderabad.

Roles and Responsibilities:

CX Team Enablement

• Design ticket allocation and load-balancing logic based on agent strengths
• Run daily/weekly team huddles to identify challenges and unblock issues
• Coach agents on resolution quality and problem-solving, not scripts

Customer Issue & Escalation Ownership

• Own complex escalations requiring judgment and cross-functional coordination
• Define escalation triggers and resolution frameworks
• Reduce repeat contacts and unnecessary escalations

AI Bot Performance Management

• Manage performance of the AI CX bot (bot is pre-built)
• Analyze failure cases, fallbacks, and customer drop-offs
• Identify automation opportunities and improve humanbot handovers

Conversation & Trend Analysis

• Analyze customer conversations across chat, email, and social channel
• Identify root causes behind high-contact drivers
• Highlight mismatches between CX volume and sales/product data

Cross-Functional Collaboration

• Work closely with Ops, Logistics, Product, Content, and Tech teams
• Convert CX insights into operational and product improvements
• Present clear RCAs backed by data, not assumptions

Skills

Experience in speaking with customers and resolving concerns with a good understanding of the product.

Experience in working with tools like Excel or similar.

5+ years of experience in customer support role with at least 3yrs exp as team lead.

Excellent written and verbal communication skills in English

Experience working in a start-up or fast-paced environment is desirable

Ability to maintain confidentiality and work with sensitive information

Must be able to manage the customer support team, with prior experience being mandatory.

Be a part of Earthfuls Family!