Hyderabad
Be the first voice our customers hear — and the reason they trust us again. Work directly on chats, calls, and reviews to make every Earthful customer feel looked after.
Location: Hyderabad (on-site) · Full-time · Customer Experience team
If you:
Love talking to people and solving their problems — on chat, on calls, anywhere
Have worked in customer support, CX, BPO, or a D2C/e-commerce brand (0–2 years; strong communicators fresh out of college welcome too)
Write clean, warm English and are comfortable holding a conversation in Hindi
Stay calm and clear-headed when a customer is upset
Like structure — you follow SOPs, but you're not afraid to flag when something doesn't add up
Then this role is built for you.
This isn't a script-and-repeat job.
Own customer chats, calls, and order/product/post-delivery queries end-to-end — aim for first-contact resolution
Respond to reviews and messages across marketplaces and social media, protecting Earthful's voice
Hit your response-time, resolution, and CSAT/QA targets — consistently, not just on good days
Keep every case logged and tagged cleanly in our helpdesk/CRM
Chase open cases to closure — no customer left hanging
Spot patterns in complaints and feedback, and flag them — you're the voice of the customer inside Earthful
Loop in Operations and R&D fast on sensitive cases like product reactions
Show up to daily huddles and stay sharp on our catalogue, offers, and policies
You won't just close tickets.
You'll shape how customers feel about Earthful.
Excellent written English, plus comfort handling conversations in Hindi
1-3 years in customer support, CX, BPO, or a D2C/e-commerce environment
Decent typing speed with accuracy (30+ WPM)
Comfort with computers, Google Workspace/Excel; bonus if you've used Freshdesk, Zendesk, or similar
Real empathy and patience — not the rehearsed kind
Good judgment under pressure, and the sense to escalate when needed
Ability to juggle chat and call volume without dropping the ball
Coachable — you take feedback well and pick up new processes fast
Graduate in any discipline (or equivalent experience), detail-oriented and dependable
1–2 years in a customer-facing support role
Hands-on experience across both chat and calls
Background in a D2C/e-commerce brand or a major consumer-ops company (Zomato, Swiggy, etc.)
Clear, friendly written English, with workable Hindi
Genuinely okay with rotational shifts and short-notice schedule changes
Rotational shifts: 9:00 AM – 6:00 PM or 12:00 PM – 9:00 PM
Six-day week including Sundays, with one weekly off and an extra off every alternate week
A few honest things about working here
Shifts rotate and can change — we need people who can roll with that
Our SOPs evolve as we learn; you'll be expected to adapt quickly
We give and expect direct feedback in huddles and 1:1s
Most of the job is written — clear, friendly English (and workable Hindi) really matters here
If that sounds like your kind of place, we'd love to hear from you.
A close-knit team where your work directly shapes the customer experience
Real ownership and room to grow as we scale
Competitive salary and benefits
Be a part of Earthful’s Family!
@ www.instagram.com/earthful.me/
@www.linkedin.com/company/earthfulme/
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!