Job Title: Customer Support & Retention Specialist (Central Support)
Location: Remote
Employment Type: Full-time
About ToretaWe are a decentralized fresh-food infrastructure company transforming the meals people already know and love into daily drivers of health, clarity, and biological resilience. We believe that true nutrition does not require abandoning cultural roots or personal comfort, it requires rebuilding how everyday meals are sourced, prepared, and distributed at scale.
At Toreta, we are redefining everyday dining with clean, wholesome, freshly cooked meals designed for long-term health and wellbeing. We uphold rigorous safety and hygiene standards, including a 5-step hygiene check and routine cooking water TDS testing, while cooking strictly without maida, palm oil, artificial preservatives, or taste enhancers. As we expand across multiple kitchen hubs and service centers, our commitment to transparency, quality, and exceptional customer experience remains at the core of everything we do.
Role OverviewWe are looking for an empathetic, proactive, and driven Customer Support & Retention Specialist to join our Central Support team in Gurugram. In this role, you will act as the primary voice of Toreta, managing real-time customer communications and critical escalations across all our kitchen centers.
Beyond reactive issue resolution, you will play an active role in business growth through outbound engagement, guiding newly onboarded customers through their initial meal experience and running targeted retention initiatives to re-engage lapsed diners.
Key ResponsibilitiesLive Multi-Center Support & Escalations
- Serve as the central point of contact for live inbound queries via phone, WhatsApp, chat, email, and social channels across all active centers.
- Resolve order-level issues in real time (delivery delays, packaging concerns, dietary questions, missing items) with empathy and quick turnaround.
- Coordinate closely with central dispatch, hub managers,
and logistics partners to address center-level escalations efficiently.
- Maintain comprehensive records of customer tickets, root causes, and resolutions within our CRM system.
Customer Activation & Onboarding
- Conduct proactive welcome and activation calls/messages to first-time users to ensure a smooth ordering experience and build initial confidence.
- Educate new customers on Toreta’s food philosophy, meal plans, kitchen hygiene standards, and ordering processes.
- Gather immediate post-first-meal feedback to identify and resolve onboarding friction.
Retention & Re-engagement
- Run targeted outbound retention campaigns to re-engage inactive or churned subscribers/users.
- Identify recurring churn patterns or service bottlenecks across centers and report actionable insights to product and kitchen operations teams.
- Build long-term customer relationships and brand loyalty through personalized check-ins, service recovery offers, and feedback loops.
What We Are Looking For
- Experience: 1–3 years of customer-facing experience in customer support, customer success, or telesales/retention roles, preferably in food-tech, cloud kitchens, D2C, e-commerce, or hospitality.
- Communication: Exceptional verbal and written communication skills in English and Hindi; ability to de-escalate high-stress situations with calm, empathetic phrasing.
- Operational Agility: Comfortable multitasking between live incoming issues and outbound calling in a fast-paced, multi-hub operational setting.
- Tech Savvy: Hands-on experience with CRM platforms, WhatsApp Business tools, and spreadsheet reporting.
- Mindset: High ownership, problem-solving orientation, and a genuine passion for clean food and customer satisfaction.
Why Join Toreta?
- Be an integral part of a fast-growing, mission-driven food brand transforming healthy daily eating.
- Work closely with cross-functional leadership spanning culinary, operations, and growth.
- Open, collaborative team culture that rewards initiative, transparency, and impact.
📌 Customer Service Representative (India)
🏢 Toreta
📍 India