Location: Hyderabad (in-office)

Function: Customer Experience & Operations

Reports to: Operations Lead / Founders

Earthful is a plant-based nutrition brand for women's health, backed by Fireside Ventures and V3 Ventures. This role owns the support floor: every customer ticket, every escalation, every delivery exception that reaches us, and the SOPs and AI chat agent that handle them. It is a brand-side D2C role. We are looking for someone who has already led an in-house support floor at a D2C or e-commerce brand and wants to build the system behind it.

Role Overview

You will lead Earthful's customer support floor end to end: the team and its shifts, more than 300 tickets a day across WhatsApp, Instagram, Facebook, Messenger, email, and calls, and the daily handling of delivery exceptions in ClickPost. You will own the metrics the floor runs on (first response time, resolution time, first-time resolution, CSAT, QA score, and first-attempt delivery), the SOPs that keep every executive and our AI chat agent consistent, and the weekly audit of the AI agent's conversations. Earthful's support SOPs are only partly written today, so you will write and tighten them, not just maintain them.

You will work closely with HR on staffing, with 3PL and courier partners on delivery issues, and with Supply Chain, Product, Marketing, and Tech on problems that keep coming back.

What You'll Own

Floor Leadership & Staffing

- Lead the team of support executives and plan the monthly shift schedule, with full coverage on all days including government holidays
- Run the 9:30 daily huddle and hourly check-ins, and watch real-time dashboards so you see slippage before the customer does
- Track attendance, breaks, and adherence, and flag exceptions to management and HR
- Step in personally during volume spikes and escalations, and assign cases to the executives on shift
- Manage inbound call volume and missed calls

Ticket & Case Operations

- Own end-to-end resolution and correct categorization of the daily ticket volume (300+ cases a day) across WhatsApp, Instagram DMs, Instagram and Facebook comments, Messenger, email, and calls
- Oversee order management: cancellations, address updates, profile and item changes, returns, and refunds
- Review refund and replacement requests to confirm the SOP was followed before refunds are processed
- Make sure customer-reported issues (damaged orders,



partial delivery, quality issues) are documented accurately and escalated to QA and Operations on time
- Keep replies on YouTube, Instagram, marketplaces, Judge.me, and Kwik Engage timely, on brand, and complete
- Work with the Social Media and Marketing teams so queries from every campaign are answered properly

Delivery Exceptions & ClickPost

- Work in ClickPost every day: tracking, delayed shipments, NDR (non-delivery) cases, and fake-delivery claims
- Make sure every NDR gets customer contact on the same day and a recorded outcome
- Raise repeating courier problems with 3PL and courier partners, with evidence, and track them to closure
- Report first-attempt delivery and NDR resolution by courier, and use them to push courier performance

Metrics & Reporting

- Own the support metrics: first response time (FRT), average resolution time (ART), average handle time (AHT), first-time resolution, CSAT, NPS, QA score, and backlog ageing, plus first-attempt delivery
- Publish the weekly performance report and present week-on-week progress, with the reasons behind every movement
- Agree targets with management in the first 30 days and hold the team to them

SOPs, Quality & Training

- Write and maintain SOPs for every support workflow, from scratch where none exist, and update them when policy, products, or escalation patterns change
- Audit resolved cases every week for SOP adherence, tone, accuracy, and resolution quality, with structured feedback to each executive
- Personally contact every customer who leaves a 1–2 star CSAT rating and make sure it is resolved
- Train new and existing executives on processes, tools, and escalation rules, and keep training records
- Review RCA and R&D; inputs from the team and feed the learnings back into the SOPs

AI Chat Agent Quality

- Audit the AI chat agent's conversations every week for accuracy, policy adherence, tone, and correct handoff to a human
- Maintain the knowledge base and rules the AI agent works from,



built from the same SOPs the team follows
- Track the agent's resolution rate, handoff rate, and CSAT, and fix the failure patterns you find
- Flag any safety-sensitive reply, such as a product reaction or a health question, to Operations and R&D; the same day

Cross-Functional Escalation

- Be the main point of contact for escalated issues that need more than one team to resolve
- Work with the QA team so cases are documented accurately (issue, batch number, images) and proper RCA is done
- Coordinate with Supply Chain, Product, Marketing, and Tech on repeated issues, and fold the fixes back into the SOPs
- Work with the CRM and other external partners, report tool issues, and evaluate recent tools for support operations

What We're Looking For

Required: all of these

- 4 to 8 years in customer support or customer experience, including at least 2 years leading a live support floor team of 5 or more
- Brand-side background: in-house support at a D2C or e-commerce company. Experience only at an outsourced BPO or call-centre operation is not a fit for this role
- Has run a floor day to day: shift scheduling, adherence, huddles, real-time monitoring, and stepping in during spikes, at 200+ tickets a day across several channels including WhatsApp and Instagram
- Has written SOPs, trained a team against them, and audited adherence
- Has owned a weekly metrics report and can explain what moves each number: FRT, ART, AHT, first-time resolution, CSAT, NPS, QA score, backlog ageing, and first-attempt delivery
- Hands-on with ClickPost for tracking, NDR, and delivery exceptions
- Has audited or trained an AI chatbot or AI chat agent for customer support, reviewing conversations for accuracy, policy, tone, and handoff
- Excellent written English, and comfortable with Hindi
- Comfortable with the working pattern: Mon–Sat, 9:00 AM–6:00 PM, alternate Saturdays off

Strong plus

- Hands-on with a helpdesk or CRM such as Freshdesk or Zendesk, and WhatsApp Business tooling
- Has handled complaints about health, wellness, or supplement products, including product-reaction escalations
- Has worked with courier or 3PL partners on escalations and performance reviews
- A real discomfort with unresolved problems: someone who chases an issue until it is actually fixed, not just logged

📌 Customer Support Operations ManagerC & E-commerce (Hyderabad)
🏢 Earthful.me
📍 Hyderabad