Customer Support Executive

Company profile

BitDelta IN is a state-of-the-art crypto trading platform with a vision to revolutionise the financial landscape by empowering young individuals and ambitious investors to ignite their trading journey.

The platform offers a range of innovative features, like Spot Trading, Derivatives Trading, Card Crypto Purchases, OTC Leverage, Token Launchpad Services and more. Along with these features, BitDelta IN users can diversify their portfolios into a variety of assets, all while using a highly secure asset custodian.

Job Purpose

Customer Support Executive

Organisation Context

Customer Success & Operations team

Key Responsibilities

• Identify and assess customer needs promptly and accurately to achieve satisfaction.
• Build sustainable relationships and trust with users via interactive and professional communication.
• Provide clear, accurate, and complete information using appropriate tools and systems.
• Handle trading and platform-related queries (account setup, deposits, withdrawals, etc.) via chat, email, and phone.
• Resolve customer complaints and offer timely solutions or alternatives, ensuring thorough follow-up.
• Consistently meet or exceed key performance metrics including First Response Time (FRT), Average Resolution Time, First Contact Resolution (FCR), Quality Assurance Score, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
• Keep detailed records of customer interactions, transactions, and actions taken.
• Collaborate with Compliance, Operations, and Product teams to resolve complex issues and escalate user feedback or recurring issues to improve platform functionality and customer experience.
• Proactively keep up-to-date with product features, platform updates, promotions, and industry trends to provide accurate and real-time support.
• Regularly provide feedback on macros, FAQs, and help center content to ensure relevance, accuracy, and clarity for end users.
• Follow communication procedures, policies, and guidelines.
• Go the extra mile to engage customers and enhance loyalty.
• Switch seamlessly between social media support and traditional customer service channels when needed.

Requirements

• Proven experience in customer support or client servicing; prior experience in crypto or fintech is highly preferred.
• Familiarity with trading platforms or hands-on trading experience is a plus.
• Strong communication skills (written and verbal) in English and Hindi.
• Excellent listening, analytical, and problem-solving abilities.
• High adaptability and customer orientation with a positive, empathetic attitude.
• Comfort with social media platforms and tech tools.
• Ability to multitask, manage time effectively, and prioritize workload under pressure.
• Willingness to work rotational 24x7 shifts, including weekends and holidays.
• Experience with Zendesk or a similar customer support platforms is a strong plus.
• Voice skills and experience in outbound ecosystem/customer management is a bonus.
• Educational Qualification: High School Diploma or equivalent required; bachelor’s degree preferred.