About DrinkPrime:
DrinkPrime is a subscription-based drinking water solution that began as a response to the
unreliable supply of safe drinking water across Urban India. Over time we have evolved into an
organisation that is driven by a singular mission, to change the way people think about the water
they drink. Through our subscription-based model, we provide customers with water purifiers that
use integrated technology to help them monitor the quality of the water they consume every day.
At DrinkPrime, we are on a mission to make safe drinking water accessible and affordable to
every resident in India. We are backed by Tier 1 VCs like Seqouia and Omidiyar and many
prominent angels. They believe in the vision, mission and the team of DrinkPrime. With our tech
first approach, we are taking up this audacious mission and believe in solving it. Be a part of
history and join us. We can solve this problem together.
Job Description:
The Team Leader, Customer Success will be responsible for agent’s and team’s productivity and
implementing SOPs & discipline in the team that will continue to improve our level of service and
customer satisfaction. The role requires in depth analysis of existing processes, systems, data
and reporting solutions to identify opportunities for improvement.
Key Responsibilities
Manage, lead, train & develop the support team members to improve individual skills and
achieve overall objectives
Manage the day-to-day operations of support team along with agent’s productivity
Monitor the daily metrics and activities to ensure all service levels SPOs are adhered
Report the KPIs and track support metrics
Share daily/weekly/monthly reports along with insight for the overall improvement of the
team
Conduct daily huddle with support team members to understand the challenges and
share the feedback periodically to improve their performance.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and
professional manner
Review and build all support related processes and documentation for continuous
improvement
Provide support wherever needed for both internal and external team members
Provide direct supervision to the team members
Evaluate and analyse customers complaints trend to implement corrective & preventive
actions for better resolution and reduction of complaints
Qualifications
Education – Any Graduate, MBA is desirable
At least 1-3 years of work experience in managing customer focused team
Proven people management & leadership skills
Love being the first line of support for the team members
Analytical with problem-solving skills, data-driven thinking and an affinity for numbers
Ability to prioritize, multi-task, and perform effectively under pressure
Proven experience in managing a service and support focused team culture
Able to work with cutting edge technology and assimilate information rapidly
Ability to manage multiple stakeholders, engage and deliver results through cross
functional engagements.
Excellent communication (both written & verbal) and interpersonal skills
Proficiency in MS Office (Excel) is required
Strong analytical skills to investigate and resolve customer support tickets
Creativity and a good sense of humour will be an added advantage