About DrinkPrime:
DrinkPrime is on a mission to make safe drinking water accessible and affordable to every household in India. What started as a response to unreliable water quality has grown into a tech-first, subscription-based water purifier solution that’s changing the way India drinks water. Backed by leading VCs and visionary angels, we’re building a brand that doesn’t just solve a problem but creates a movement. Join us, and help bring that movement to life.
Summary:
We are looking for a proactive and experienced Team Lead – Customer Success (Chat Support) to lead and mentor our chat support team. The ideal candidate will be passionate about delivering a high-quality customer experience, driving team performance, and ensuring operational efficiency across digital support channels. Experience with Freshchat or other modern chat platforms is a plus.
Key Responsibilities
Lead, coach, and mentor a team of chat support agents to deliver prompt, accurate, and empathetic customer service
Monitor chat performance metrics (e.g., response time, resolution rate, CSAT) and drive improvements
Allocate and manage team rosters, ensuring optimal coverage across shifts and week offs
Handle escalations and complex customer queries when required
Conduct regular 1:1s, feedback sessions, and performance reviews for team members
Collaborate with cross-functional teams (Tech, Ops, Product) to resolve customer pain points
Ensure adherence to SLAs, internal processes, and quality standards
Provide regular insights and reports on team performance and customer trends
Take ownership of onboarding and training new team members
Assist in building and refining SOPs, canned responses, and workflows within Freshchat
Requirements:
3+ years of experience in customer support, with at least 1 year in a leadership or TL capacity
Prior experience managing a chat-based support team is a must
Familiarity with Freshchat, Freshdesk, or any similar chat tool is preferred
Strong communication and interpersonal skills
Ability to work in fast-paced environments and handle pressure
Analytical mindset with attention to process and detail
Flexible to work in rotational shifts and week offs (6 rotational week offs per month)