Team Leader - Service Delivery

Job Description

The CoinDCX journey: building tomorrow, todayAt 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 TeamOur 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 5+ years of experience in the Service industry 2+ years of work experience as a team leader or supervisor In-depth knowledge of performance metrics Good PC skills, especially MS Excel Excellent communication and leadership skills Organizational and time-management skills Decision-making skills Degree in Management or training in team leading is a plusYou will be mining through these tasksTeam Leadership: Provide guidance to the team of customer support experts within the external/internal team wherever required Set clear goals and objectives for the team and track progress towards achievement Foster a positive and supportive work environment that encourages teamwork, collaboration, and personal development Conduct regular one-on-one meetings to support individual growth and performance improvement Listen to team members feedback and resolve any issues or conflicts May be required to undertake additional responsibilities as need be to contribute effectively to the teams successQuality Assurance: Implement and maintain quality assurance processes to ensure that customer interactions meet company standards and expectations Monitor and evaluate chat and ticket transcripts to identify areas for improvement and provide feedback to agents Work closely with the agents to implement training programs and resources to enhance agent skills and knowledge Discover training needs and provide coaching Recognize high performance and reward accomplishments Encourage creativity and risk-takingReporting and Analysis: Generate regular reports on key performance metrics such as response times, resolution rates, and customer satisfaction scores Analyze data trends and identify insights to drive strategic decision-making and process improvements Make recommendations for operational enhancements or resource allocation based on data-driven insights 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 Perks That Empower YouOur benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you Design Your Own Benefit: Tailor your perk package to fit your unique needs Whether you re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritize what matters most to you Unlimited Wellness Leaves: We believe in the power of well-being Take the time you need to recharge, knowing that your health is our priority With unlimited wellness leaves, you can return refreshed, ready to build and grow Mental Wellness Support: Your mental health is as important as your professional growth Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected Bi-Weekly Learning Sessions: These sessions are more than just updates they re opportunities to fuel your growth Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape