Location: Hyderabad (in-office)

Function: Customer Experience

Reports to: Team Lead, Customer Experience

Be the first voice a customer hears. Earthful is a clean-label, plant-based wellness brand built for women's health, backed by Fireside Ventures and V3 Ventures. Our customers write to us about things that are personal, and our support team is the first voice they hear. We want it to sound kind, clear, and honest, with a process behind every reply. Day shifts only: there are no night shifts.

Role Overview

You will be a senior member of Earthful's support floor. You will handle chats and calls, reply to reviews and comments on marketplaces and social media, and take the escalated and sensitive cases, such as a product reaction, a public complaint, or a delivery that went wrong. You will follow and sharpen our SOPs, keep every case cleanly logged, and coach newer executives.

You will work daily with your Team Lead and the Customer Experience team, and bring in Operations and R&D; when a case needs them.

What You'll Own

Customer Conversations

- Answer customers on chat and calls about order status, product questions, and issues after delivery, and solve each one in the first conversation wherever you can
- Follow our SOPs on every case, so what we tell a customer is accurate and consistent
- Keep a warm, clear, friendly tone that sounds like Earthful in every message and call

Escalated & Sensitive Cases
- Take the cases that need more care: product reactions, refund or policy exceptions, public complaints, and delivery exceptions such as failed or disputed deliveries
- Never give medical advice or make a product claim, and escalate every health-related case to Operations and R&D; in the same shift
- Work with logistics and operations on delivery problems, using the tracking and NDR tools, and keep the customer informed with honest updates

Reviews, Comments & Social
- Reply to reviews, comments,



and messages on marketplaces and social platforms in a way that protects Earthful's voice and reputation
- Flag negative or sensitive public posts to your Team Lead quickly, before they grow

Case Quality & Follow-Through
- Log and tag every interaction in our helpdesk so the next person who picks up the case sees a clean history
- Follow up on open and pending cases until they are closed, so no customer is left waiting
- Meet the targets for response time, resolution, and quality (CSAT and QA scores) consistently
- Keep your knowledge of our product catalogue, current offers, and policies up to date

Voice of the Customer & Team
- Notice recurring issues and patterns in customer feedback, and pass them to the right team with examples. You are how the rest of the company hears the customer
- Coach newer executives with specific feedback on their replies and their use of SOPs, and flag SOP gaps you find
- Join the daily huddles, share what customers are telling us, and pick up tasks from your Team Lead
- Use AI tools to draft and summarise where they save time, and read and revise every output before it reaches a customer

What We're Looking For

Required: all of these

- 2 to 4 years in customer support, handling chat or email hands-on
- 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
- Process-driven: you follow SOPs step by step, tag and document every case, and raise it when a process is wrong rather than skipping a step
- Measured on quality in your last role: QA scores, CSAT, or first-contact resolution,



and you can tell us your numbers
- Excellent written communication: transparent, friendly, error-free English, since most of this job is written, and comfortable Hindi
- Comfortable taking customer calls as well as chats
- Comfortable with the shifts: rotational, 9:00 AM to 6:00 PM or 12:00 PM to 9:00 PM, with a six-day week

Strong plus

- Hands-on with a helpdesk such as Freshdesk or Zendesk
- Has handled delivery exceptions or NDR cases using ClickPost or a similar tracking tool
- Has worked alongside an AI chat agent or chatbot, reviewing its replies or handling the handover from it
- Has handled complaints about health, wellness, or supplement products, including product reactions
- Has coached or trained newer colleagues
- Typing speed of around 30+ WPM with accuracy, and comfort with Google Workspace and basic Excel
- Empathy, patience, and sound judgment under pressure, and the sense to escalate when a case needs more than you can give
- A graduate in any discipline, or equivalent practical experience. We welcome candidates returning to work after a career break

Shifts and Working Pattern

- Rotational shifts: 9:00 AM to 6:00 PM or 12:00 PM to 9:00 PM. No night shifts
- Six-day work week, including Sundays, with one weekly off and an additional off every alternate week A Few Honest Things About Working Here
- Shifts rotate between 9:00 AM to 6:00 PM and 12:00 PM to 9:00 PM, and can change at short notice. There are no night shifts
- Our processes and SOPs change as we learn. You will be expected to pick up changes quickly and apply them
- We give and value direct, open feedback in huddles and 1:1s, and we like people who help the team improve
- Most of the job is written, so clear, friendly English and comfortable Hindi matter a lot

What We Offer

- A close-knit team where your work directly shapes the customer experience
- Real ownership and room to grow as we scale

📌 Senior Customer Support Executive –C (Chat & Calls) (Hyderabad)
🏢 Earthful.me
📍 Hyderabad