Associate Director / Sr Manager - Customer Success

  • Customer Success & Experience
  • Mumbai, India

Associate Director / Sr Manager - Customer Success

Job description

About CoinDCX

CoinDCX is India's largest & safest crypto exchange, with a dedicated focus on making crypto accessible. Established in 2018, CoinDCX has solved numerous problems faced by the Indian crypto community with investing and trading solutions for crypto-based financial products for retail, HNI, and enterprise customers. It is our ultimate goal, to provide the best of the crypto space with the simplest and secure solutions. Insured by BitGo and ISO Certified, CoinDCX is now India’s first Crypto Unicorn!


Imagine,

India’s cryptocurrency markets are booming, and post the SC verdict, the industry has grown manifold. More Indians want to join this exciting new industry. However, they are unsure how to enter, who should be their partner to help them grow in this space. You help them in their journey. You introduce them to a brand that is built for them and gain their trust. You make this happen. You make a difference,

Job Responsibilities
  • Define & execute the customer service philosophy for CoinDCX
  • Co-create policies for Customer Support Escalations
  • Create framework and processes for delivering excellent customer support by using an effective mix of systems and staff
  • Optimize the support process and track customer success metrics
  • Collaborate with other functions such as Product, Technology & Marketing team to complete the feedback loop for continuous enhancement of our service and product features
  • Staff and manage teams (both internal teams & external agencies) according to customer support demand
  • Build an effective mix of voice and non voice channels of customer support
  • Analyze the current experience level and implement improvements to enhance the satisfaction scores
  • Mentor and train the team members

Job requirements

Job Requirements
  • Should have the experience of having successfully built a customer success team in a growth start-up
  • Should be currently working as senior manger
  • Should have handled a team size of at least 150 employees, more the merrier
  • Product Understanding CRMs like Zendesk, Freshdesk, or others is required
  • Support channel experience across tickets, chat and voice
  • Excellent communication skills (English / Hindi)
  • Good people-skills, ability to motivate by channelizing energy of & keeping discipline in support & operations teams
  • Good analytical skills and problem-solving skills
  • Ability to outperform in high pressure environments
  • Prior Customer Support Experience in trading firm, is a plus but not a must-have
  • Candidate having knowledge on Crypto, is a plus but not a must-have