The CoinDCX Journey: Building Tomorrow, Today
At CoinDCX, we believe ‘CHANGE STARTS TOGETHER’. You are the driving force that will help us make Web3 accessible to all.In the last six years, we have skyrocketed from being India’s first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us!
Inside CoinDCX’s Customer Success Team
Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.
You need to be a HODLer of these
- Exceptional communication skills (both written and verbal) are paramount.
- A minimum of 7-8 years of progressive experience within the customer service industry.
- Proven managerial experience (Manager/Deputy Manager level) for more than 3 years, demonstrating strong leadership capabilities and people management experience.
- Extensive hands-on experience in customer service operations and successful process implementation.
- Strong analytical acumen with the ability to interpret complex data and extract actionable insights.
- Demonstrated capability to independently execute and implement projects/improvement programs from inception to completion.
- Proven expertise in stakeholder management, driving adoption, and leading change management initiatives.
- A strong bias for action and a proactive approach to problem-solving.
- Proficiency in Microsoft Excel is a must-have.
- Highly Valued Skills (Good to Have):
- Proficiency in VBA, SQL, Data Management, Python, R+, and Power BI will be a distinct advantage.
You will be mining through these tasks
- In this pivotal role, you will drive customer success through a blend of strategic initiatives and hands-on execution, specifically by:
Team Leadership & Performance Coaching:
- Lead, mentor, and develop a team of customer service professionals, fostering a culture of excellence, collaboration, and continuous improvement.
- Conduct regular performance reviews, one-on-one coaching sessions, and career development discussions to support team growth and engagement.
- Implement and refine coaching and quality assurance frameworks to elevate service standards and ensure consistent, high-quality customer interactions.
- Collaborate with the training department to identify skill gaps and co-develop targeted training modules and learning paths for the team.
Operational Excellence & Strategy:
- Drive the implementation of strategic departmental projects and initiatives, ensuring successful execution and alignment with business objectives.
- Identify opportunities for process optimization, leading change management efforts to enhance efficiency, reduce customer friction, and improve service delivery.
- Monitor the progress of ongoing projects, providing regular updates and data-driven recommendations to senior leadership.
- Assist in developing and executing the overall customer service strategy, contributing to long-term planning and goal setting.
Data Analysis & Performance Optimization:
- Drive significant improvements in key agent performance metrics through targeted coaching and strategic interventions.
- Perform deep-dive data analysis to uncover trends, identify root causes, and provide actionable insights for performance improvement.
- Own the monitoring and benchmarking of all customer service Key Performance Indicators (KPIs) like Resolution Time, handling time, escalations etc, translating data into strategic recommendations
Stakeholder & Systems Management:
- Take ownership of the customer service CRM (e.g., Sprinklr, Freshdesk etc), including the creation and maintenance of performance dashboards and master data.
- Act as a primary point of contact for high-level communication with external partners, ensuring alignment and clear expectations.
- Effectively manage relationships and capacity planning with both internal stakeholders and external agency partners.
- Serve as the key liaison with CRM and other technology vendors to troubleshoot issues and optimize tool performance.
Are you the one? Our missing block
- You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space.
- The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape.
- You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do.
- You embrace a ‘We over Me’ mindset, growing individually while fostering the growth of those around you.
- Change is your catalyst, igniting your passion to build and innovate.
- You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what’s possible.
