Customer Support Operations Manager

Earthful.me; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Earthful.me is seeking a Customer Experience & Operations lead to own the CX floor end-to-end. You will staff shifts, manage real-time performance, and resolve 300+ tickets daily across all channels with a focus on SOPs and AI chat alignment.

You will collaborate with HR, 3PLs, Supply Chain, Product, Marketing, and Tech to fix recurring issues and improve CSAT. Mon-Sat pattern with 9:00 AM–6:00 PM shift expectations.

Qualifications

• Experience leading a customer support/CX floor in a D2C/e-commerce environment.
• Ability to own high ticket volume while maintaining SOP discipline.

Responsibilities

• Plan executive shift schedules for the month and holidays.
• Monitor floor performance with daily huddles and hourly checks.
• Own end-to-end ticket resolution across channels (WhatsApp, IG, email, calls).
• Coordinate with 3PLs, HR, Supply Chain, Product, Marketing, and Tech to resolve recurring issues.
• Develop and train SOPs; ensure AI chat agents adhere to standards.

Skills

CX floor management

Omnichannel support

SOP development

Data-driven decisions

Cross-functional collaboration

Tools

WhatsApp Business

Instagram/Messenger

CRM platforms

Job description

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 floor — the daily reality of every customer ticket, every escalation, and every delivery issue that reaches us. If you're the kind of person who can't leave a problem half-solved, this is built for you.

Role Overview

This role owns Earthful's customer support floor end to end — staffing and shift scheduling, real-time performance management, and the daily resolution of 300+ tickets across every channel we support. You'll personally step in during volume spikes, personally resolve every low-CSAT escalation, and own the SOPs that keep both human agents and AI chat agents consistent. You'll work closely with HR on staffing, with 3PL partners on delivery issues, and with Supply Chain, Product, Marketing, and Tech on recurring problems that need a cross-functional fix.

What You'll Own

• Plan the executive shift schedule for the month, ensuring appropriate staffing across all days of the week, including government holidays
• Track shift attendance and breaks; flag exceptions (no-shows, tardiness, adherence gaps) to management and HR
• Coordinate with HR on staffing, leave, and attendance matters

Floor & Performance Management

• Run a daily huddle with the team at 9:30 to review floor performance and set the day's priorities
• Conduct hourly check-ins and monitor performance reports for real-time visibility into CX throughput
• Monitor executive workload and productivity; personally step in during volume spikes or escalations, and handle cases directly when volume is high or floor bandwidth is low
• Manage ticket flow and assign in-office/out-of-office cases to agents 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/day) across all channels
• Monitor and support executives across CX Ops workstreams — inbound tickets (WhatsApp, Instagram DMs, IG & FB Comments, Email, Messenger), inbound calls, RCA documentation, and R&D query inputs
• Coordinate with the Social Media & Marketing teams to ensure queries and messages from all social media campaigns and initiatives are addressed appropriately
• Oversee order management — cancellations, address updates, profile changes, item changes, returns, and refunds
• Review refund and replacement requests to confirm SOPs were followed, and process refunds after validation
• Ensure customer-reported issues (damaged orders, partial delivery, quality issues) are documented accurately and escalated to QA/Operations on time
• Monitor delayed and fake-delivery cases, coordinating with 3PL partners and the NDR executive to ensure timely delivery
• Monitor engagement platforms (YouTube, Instagram, Marketplaces, JudgeMe, Kwik Engage) to ensure executive replies are timely, on-brand, and complete

Quality Assurance & SOP Compliance

• Conduct regular SOP audits across CX Ops, Logistics, OMS, and Engagement to check compliance and spot gaps
• Audit resolved cases for SOP adherence, tone, accuracy, and resolution quality; share structured feedback with executives weekly
• Personally contact every customer who leaves a 1–2 star CSAT rating and ensure they get proper resolution

SOP Development & Training

• Create and maintain SOPs for all workflows; update them in response to policy changes, product updates, or recurring escalation patterns
• Review RCA and R&D inputs from executives and feed learnings back into the SOPs
• Train new and existing executives on processes, tools, and escalation protocols; maintain training documentation
• Use existing SOPs and documentation to train the AI chat agents so AI-handled queries meet the same standards

Reporting & Cross-Functional Collaboration

• Prepare weekly performance reports (FRT, ART, AHT, CSAT, NPS, etc.) and present week-on-week progress to management
• Work with the QA team to ensure cases are documented accurately (issue, batch number, images) and that proper RCA is performed
• Serve as the primary point of contact for internal stakeholders on escalated issues requiring multi-team resolution
• Coordinate with Supply Chain, Product, Marketing, and Tech to report repeated issues, elevate new ones, and fold resolutions back into SOPs
• Collaborate with the CRM and other external partners, report tool issues, and evaluate new tools for CX operations

What We're Looking For

• Prior experience managing a customer support/CX floor team, ideally in a D2C, e-commerce, or BPO/contact-center environment
• Comfortable personally owning high ticket volume without losing SOP discipline or attention to detail
• Experience with omnichannel support tools — WhatsApp Business, Instagram/Messenger, email ticketing systems, CRM platforms
• Experience creating and maintaining SOPs, and training a team against them
• Comfortable with real-time floor management — daily huddles, hourly check-ins, personally jumping in during volume spikes
• Data-driven — comfortable tracking and reporting FRT, ART, AHT, CSAT, and NPS
• Experience coordinating with 3PL/logistics partners on delivery issues is a strong plus
• A genuine discomfort with unresolved problems — someone who chases an issue until it's actually fixed, not just logged
• Comfortable with the working pattern: Mon–Sat, 9:00 AM–6:00 PM, alternate Saturdays off