Customer Support Team Lead

Earthful.me; Hyderabad; On-site; INR 700,000 - 900,000; Full time

Job summary

Earthful.me is seeking an experienced Customer Experience Operations Leader based in Hyderabad, India. This role involves overseeing shift operations, ensuring team efficiency, and monitoring performance metrics across various customer engagement platforms.

The ideal candidate has 2–4 years in customer support, preferably in D2C or e-commerce, with strong leadership and communication skills. This position offers an opportunity to drive significant improvements in customer satisfaction and operational efficiency.

Qualifications

• 2–4 years of experience in a customer experience or support role, with 1 year in a supervisory capacity.
• Strong written and verbal communication skills.
• Data-oriented approach to identifying issues.

Responsibilities

• Oversee shift onboarding and relieving routines.
• Monitor executive workload and drive productivity.
• Conduct hourly check-ins and generate performance reports.

Skills

Customer support

Team leadership

CRM platforms

Logistics coordination

Communication skills

Data analysis

Process documentation

Tools

Freshdesk

Zoho Desk

Salesforce

Zendesk

Job description

Key Responsibilities

• Own shift onboarding and relieving routines, ensuring smooth handovers and team readiness at the start and end of every shift
• Monitor executive workload, drive executive productivity, and intervene during spikes or escalations
• Track and report shift attendance, breaks, and adherence to schedule; flag exceptions to management
• Conduct hourly check-ins and generate hourly performance reports for visibility into CX throughput
• Monitor and support executives across all CX Ops workstreams: inbound tickets (WhatsApp, Instagram DMs, Email, Messenger), inbound calls, RCA documentation, and R&D query inputs
• Oversee order management tasks including cancellations, address updates, profile modifications, order item changes, returns, and refunds processing
• Track unfulfilled orders and coordinate with relevant teams to resolve exceptions within SLA
• Review and approve freight and product waivers raised by executives; ensure decisions are consistent with policy
• Monitor all engagement platforms (YouTube, Instagram, Marketplaces, JudgeMe, Kwik Engage) and ensure executive replies are timely, on-brand, and complete
• Independently identify and prioritise delayed order cases from logistics data. Build insights and action summaries for management
• Own escalation pathways for unresolved delayed order cases. Coordinate with 3PL partners to drive resolution.
• Review waiver approvals and escalations raised by the team and ensure appropriate disposition
• Conduct regular SOP audits across CX Ops, Logistics, OMS, and Engagement to ensure process compliance and identify gaps
• Audit resolved cases for SOP adherence, tone, accuracy, and resolution quality; share structured feedback with executives
• Create and maintain SOPs for all workflows; update documents in response to policy changes, product updates, or recurring escalation patterns
• Review RCA and R&D query inputs from executives and implement learnings back into SOPs to drive continuous improvement
• Train new and existing executives on processes, tools, and escalation protocols; maintain training documentation
• Track key metrics, identify trends, and take actions to drive performance improvements
• Prepare and share management reports on CX operations, escalation trends, team performance, and quality outcomes
• Drive cross-functional synergies with Supply Chain, Product, Marketing, and Tech teams to resolve recurring customer pain points
• Serve as the primary point of contact for internal stakeholders on escalated customer issues requiring multi-team resolution

Experience & Background

• 2–4 years of experience in a customer experience, customer support, or CX operations role, with at least 1 year in a team lead or supervisory capacity
• Prior experience in a D2C, e-commerce, or FMCG setup is strongly preferred
• Familiarity with multi-channel customer support operations (chat, email, voice, and social media)
• Hands‑on experience working with CRM or helpdesk platforms (e.g. Freshdesk, Zoho Desk, Salesforce, Zendesk, or similar)
• Exposure to logistics platforms and 3PL coordination is a plus
• Strong written and verbal communication skills; ability to draft clear, empathetic customer responses as well as structured internal reports
• Ability to multitask and prioritise effectively in a fast-paced, high-volume environment
• High ownership mindset — proactively flags issues, follows through on tasks, and holds the team accountable
• Data‑oriented approach to identifying issues: comfortable working with spreadsheets and dashboards to track performance and generate insights
• Process thinking: ability to document workflows clearly, identify inefficiencies, and structure SOPs for a diverse team
• Conflict resolution and de‑escalation skills — able to handle difficult customer situations and guide executives through complex cases