Customer Support Team Lead

About Earthful

Earthful is a VC-funded FMCG brand building India's 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:

● 2–4 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