Job Title: Executive - Customer Love
Location: Mumbai (In-office role)
Function: Customer Love Experience: 2-5 years
Reports To: Manager - Customer Love
Who we are
At The Whole Truth, our mission is to ‘re-build the world’s trust in its food’. We believe consumers have lost trust in big-food companies because they’ve been selling half-truths for ages. We believe the only way to remedy this, is for someone to stand up and speak the whole truth.
What we do
We are India’s first (and perhaps only) 100% Clean Label food company. What that means is we make food so clean, (only) we can declare each ingredient proudly upfront. #nothingtohide.
Customer Love
The Customer Love (CL) function is at the forefront of consumer interactions at the company - both reactive and proactive. Everyone in this function is responsible for guarding the consumer experience pre, during and post- purchase.
But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1 interaction (especially one which starts with a negative experience) with the customer is an opportunity to make them feel loved, and win them for life.
We go to the root of the problem to give the best resolution, and feed this knowledge internally so we try and not repeat the same mistakes again.
Role and Responsibilities
- Handling all incoming customer queries on various channels. Different channels of consumer communication include Whatsapp, Email, Social Media, Inbound and Outbound Calls, etc.
- Meet SLA and quality benchmarks — first response time, resolution TAT, CSAT, etc.
- Manage delivery exceptions — NDRs, RTOs, lost/damaged shipments — with courier partners.
- Respond to public-facing comments and DMs on Instagram in the brand's voice, escalating anything sensitive.
- Maintain and update trackers — query logs, escalation trackers, refund/replacement registers — and share weekly summaries of recurring issues with the CL Manager.
- Comfortable with 6- days work week with Rotational shifts and Rotational Week Offs.
Preferred skills and qualifications
- Bachelor's degree (or equivalent).
- Excellent verbal & written communication.
- Ability to anticipate & prevent, rather than just react & resolve.
- Prior experience with a helpdesk/ticketing tool (Limechat, Freshdesk, Kapture, or similar).
- Familiarity with e-commerce backends — Shopify admin, marketplace seller panels, or an OMS/WMS like Clickpost, Unicommerce or EasyEcom.
- Comfort learning new internal tools quickly .
- Prior experience at a D2C consumer brand strongly preferred — ideally food, nutrition, beverages, personal care or supplements.
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