Senior Customer Support Executive – D2C (Chat & Calls)

Location: Hyderabad (in-office)
Employment type: Full-time
Experience: 2 to 5 years
Reports to: Team Lead, Customer Experience
Earthful is a clean-label, plant-based health & wellness brand. Our products are things people take every day, so when customers write to us they are often asking about something personal. Our support team is the first voice they hear, and we want it to sound kind, clear and honest.
Role Overview
You will be one of the experienced voices on our support desk. You will handle chats and calls yourself, own the harder cases end to end, and reply to reviews and comments on marketplaces and social media. You will work daily with your Team Lead and the Customer Experience team, and partner directly with Operations and R&D on escalations, especially when a customer reports a reaction to a product. When your Team Lead is away, you will be the person the team turns to on shift.
What You’ll Own
Customer Conversations & Complex Cases
Handle chats and calls on order status, product questions, recommendations and post-delivery issues, and solve each one in the first conversation wherever possible.
Own escalated and sensitive cases end to end, including upset customers, repeat complaints, refund disputes and product reaction reports.
Follow our SOPs on every case so what we tell a customer is accurate and consistent, and use sound judgment where an SOP doesn’t cover the situation.
Reviews, Comments & Social
Reply to reviews, comments and messages on marketplaces and social platforms in a way that protects Earthful’s voice and reputation.
Handle negative or sensitive public posts directly where you can, and loop in your Team Lead quickly when a post needs a wider response.
Quality & Team Support
Meet, and help the team meet, targets for response time, resolution and quality (CSAT and QA scores).
Review cases and replies from newer teammates, share feedback, and help onboard new joiners on our products, tools and SOPs.
Keep every interaction logged and tagged in our helpdesk or CRM, and follow up on open and pending cases until they close.
Process Improvement & Voice of the Customer
Spot recurring issues and patterns in customer feedback, and bring them to the right team with clear examples and data.
Suggest and help write updates to SOPs, macros and saved replies when you see a process isn’t working.
Share short weekly or monthly summaries of top customer issues, using helpdesk data and basic Excel.
Work with Operations and R&D on escalated cases, such as a customer reporting a reaction to a product, and make sure each one is documented and closed properly.
Team Rhythm
Join the daily huddles, share what customers are telling us, and help run them when your Team Lead asks.
Keep your knowledge of our product catalogue, current offers and policies up to date, and help others stay current.
What We’re Looking For
2 to 5 years in customer support, with hands-on chat and call experience, ideally at a D2C, e-commerce or high-volume consumer services company.
A track record of handling escalations and difficult customers calmly, and closing them well.
Some experience guiding others, such as mentoring new joiners, doing QA reviews, or acting as a shift buddy or SME. A formal team lead title is not required.
Process-driven: you follow SOPs step by step, document every case, and have improved a process or SOP in a past role.
Excellent written English: clear, friendly and error-free, since most of this job is written.
Ability to support customers on calls in both Hindi and English.
Hands-on experience with a helpdesk or CRM tool such as Freshdesk or Zendesk, plus Google Workspace and working Excel (filters, pivots, simple reports).
Comfortable reading support metrics like CSAT, FRT and resolution time, and using them to spot what needs fixing.
Typing speed of around 35+ WPM with accuracy.
Comfortable using AI tools to draft replies and summarise cases, and careful to read and revise the output before it reaches a customer.
Empathy, patience and good listening, with sound judgment under pressure and the confidence to make a call or escalate when a case needs it.
Experience in wellness, personal care, beauty or health products is a plus.
A graduate in any discipline, or equivalent practical experience.
Comfort with rotational shifts and occasional schedule changes at short notice.
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 can change at short notice, though there are never night shifts.
Our processes and SOPs change as we learn. We’ll expect you to pick up changes quickly, and to help shape them.
We give and value direct, open feedback in huddles and 1:1s, and you’ll be giving it to teammates as well as receiving it.
Most of the job is written, so clear, friendly English matters a lot.
What We Offer
A close-knit team where your work directly shapes the customer experience.
Real ownership of complex cases and a voice in how our support processes are built.
A clear path toward QA or Team Lead roles as we scale.

Work arrangement
No