Customer Success Executive - Chat support

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 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:

We are looking for an enthusiastic and customer-focused Chat Support Agent to join our Customer Success team. The ideal candidate will be passionate about delivering prompt, accurate, and empathetic support through our digital channels. Experience with Freshchat or similar chat platforms is an advantage, but a strong commitment to providing exceptional service is essential.

What will you be doing…

Respond to customer queries via live chat in a timely, professional, and friendly manner.

Understand customer needs and provide accurate solutions or guidance.

Maintain high standards of communication, empathy, and service quality.

Escalate complex issues to the Team Lead or relevant teams when required.

Follow defined workflows, SOPs, and quality guidelines.

Use Freshchat (or similar tools) effectively to manage multiple conversations simultaneously.

Keep accurate records of customer interactions and resolutions.

Share customer feedback and recurring issues with the Team Lead for process improvement.

Meet or exceed defined performance metrics (e.g., first response time, resolution rate, CSAT).

Participate in training sessions and skill-building activities to stay updated on product knowledge and processes.

What we need in you..

1+ year of experience in customer support (preferably in chat-based support).

Familiarity with Freshchat, Freshdesk, or any other modern chat tool is preferred.

Excellent written communication skills with attention to grammar and tone.

Strong problem-solving skills and ability to multitask in a fast-paced environment.

High level of empathy, patience, and professionalism. 

Flexible to work in rotational shifts and week offs (6 rotational week offs per month)