Full Time
Chai Shots HQ
Customer Success Manager
Chai Shots is built for users who crave something real, fast, and unforgettable. Your job is to make sure they never forget how we made them feel. This isn’t a “service” role. It’s a frontline brand role. If we’re a rocket ship, you’re the one ensuring the passengers are loving the ride. If you're passionate about people, obsessed with details, and want to be the friendly face of one of India’s most exciting startups, this is your shot
Role Overview
As Customer Success Manager, you're not handling “support tickets.” You’re building relationships.
You’re the voice of our audience inside the company and their guide outside it.
You’ll ensure our users feel heard, supported, and excited to be part of the Chai Shots community whether they’re reporting a bug, suggesting a feature, or just sharing how much they loved an episode.
You’ll turn everyday interactions into moments of magic, and casual users into die hard fans.
Key responsibilities
Be the champion of user happiness – respond quickly and empathetically to user queries via email, chat, and social media.
Onboard and guide early users – help them understand features, navigate the app, and fall in love with the experience.
Create help articles, how-to guides, and in-app nudges – so users never feel lost or confused.
Track common issues and feedback patterns – work closely with Product and Tech to get them resolved fast.
Design community engagement programs – build feedback loops, loyalty programs, and personal touchpoints.
Measure success metrics – CSAT, NPS, retention cohorts, and issue resolution times.
Be proactive – don’t wait for problems. Anticipate needs. Suggest improvements. Surprise and delight.
Required skills & qualifications
3–6 years of experience in customer success, community management, or user support roles.
Bonus if you’ve worked at a B2C app or entertainment/creator-focused product.
Strong empathy and communication – you get people and can respond with warmth, clarity, and creativity.
Structured thinker – you can handle chaos, organize insights, and get things done.
Hustler mindset – willing to wear multiple hats and go the extra mile to fix a user’s bad day.
Comfortable using support tools (Freshdesk, Intercom, etc.), and even better if you can set them up yourself.