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

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