CoinDCX - Senior Manager - Customer Experience Process

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 Indias 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 CoinDCXs 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 youre 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

- Master's/Bachelor's degree in a relevant field such as business administration.

• Proven experience as a consultant, preferably in the customer experience management space.

• In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices.

• Strong analytical skills with the ability to interpret complex data and derive actionable insights.

• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships.

• Well versed with Programme management skills & shall be able to create process flows using new age tools.

• Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges.

• Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines.

• Flexibility and adaptability to thrive in a fast-paced, dynamic environment.

- Knowledge of other social media management tools and platforms is a plus.

You will be mining through these tasks

• Collaborate with internal stakeholders to understand their business objectives and develop customized strategies to leverage the platform effectively.

• Improve customer journey by reducing customer effort, number of interactions & works with CS head to being agent efficiency using the CRM workflows.

• Responsible for driving process improvements within the guard rails of cost, quality, speed, reliability & experience.

• Manage CX support teams namely Project management, Training & quality.

• Will be responsible for usage of customer facing FAQ usage Update the content & resolution to be managed.

• Drive & implemented CRM platform integrations like Zendesk, Freshworks, Sprinklr etc.

• Manage relationship with CRM partners like Zendesk, Freshworks, Sprinklr etc & is capable of managing changes with respect to workflows.

• Conduct regular performance analysis and reporting to track the effectiveness of social media campaigns, identify areas for improvement, and make data-driven recommendations.

• Train and educate clients on the effective use of the platform, empowering them to maximize its potential and achieve their business goals.

• Stay up to date with the latest industry trends, best practices, and innovations in social media and customer experience management.

- Collaborate with cross-functional teams, including sales, marketing, and technical experts, to deliver exceptional service and exceed client expectations.