Head - Customer Experience

  • Customer Success & Experience
  • Bangalore, India

Head - Customer Experience

Job description

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. 

Job responsibilities:

  • Build and manage a team customer experience specialists with deep domain expertise in customer experience journeys

  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

  • Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

  • Should use data and insights to plan manpower requirements, training and increase efficiency

  • Encourage problem-solving, strategic thinking and customer-orientation amongst the team

  • Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process

  • Create and implement an analytics strategy for best in class service delivery.

  • Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels

Job requirements

  • At least 10 years of relevant work experience leading large customer support teams (in large scale B2C orgs)

  • Experience in using Zendesk as a CRM is preferred

  • Strong Strategy planning to enhance a delightful customer experience for our players

  • To be able to drive customer experience as a POD & ensuring implementation of customer friendly processes and modules

  • Excellent management skills, can embrace ambiguity and meet commitments

  • Great problem-solving skills, and ability to motivate others to find solutions in complex situations and dynamic environments

  • Create a scalable product oriented approach towards solving player issues instead of just adding more agents

  • Open for feedback and enjoys working in a fast-paced, constantly iterating environment

  • Customer centric leader with strong passion for games and an ability to critique them is a plus

  • Strong empathy for customers and passion for revenue and growth.