Team Lead - Chat Support

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 serviceMonitor chat performance metrics (e.g., response time, resolution rate, CSAT) and drive improvementsAllocate and manage team rosters, ensuring optimal coverage across shifts and week offsHandle escalations and complex customer queries when requiredConduct regular 1:1s, feedback sessions, and performance reviews for team membersCollaborate with cross-functional teams (Tech, Ops, Product) to resolve customer pain pointsEnsure adherence to SLAs, internal processes, and quality standardsProvide regular insights and reports on team performance and customer trendsTake ownership of onboarding and training new team membersAssist 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 capacityPrior experience managing a chat-based support team is a mustFamiliarity with Freshchat, Freshdesk, or any similar chat tool is preferredStrong communication and interpersonal skillsAbility to work in fast-paced environments and handle pressureAnalytical mindset with attention to process and detailFlexible to work in rotational shifts and week offs (6 rotational week offs per month)