Team Lead - Service Delivery

The CoinDCX Journey: Building Tomorrow, Today

CoinDCX is Indias largest and safest cryptocurrency exchange, focused on making crypto accessible through simple, secure, and innovative solutions.

Established in 2018, CoinDCX provides a diverse suite of crypto-based financial products and services for retail, HNI, and enterprise customers. The platform enables users to build and manage their cryptocurrency portfolios while providing access to advanced products and trading solutions.

CoinDCX is backed by leading global investors including Coinbase Ventures, Polychain Capital, Bain Capital Ventures, Block.one, and HDR Group, the operator of BitMEX. CoinDCX is also insured by BitGo and ISO certified.

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.

As Team Lead for Trade Customer Success, you own the daily operations of a team resolving customer queries across Spot, Futures, Options, Order-related issues, Trading & TDS, CoinDCX Web3, US Stocks, and Crypto Deposits/Withdrawals, in an AI-augmented environment. Your team works alongside AI systems that draft responses, assess execution-price disputes against defined tolerance thresholds, and surface knowledge — your job is to ensure the humans and the AI together produce accurate, fair, and risk-aware outcomes, particularly on cases with direct financial impact such as stop-loss and take-profit non-triggers.

You lead through data: performance conversations, coaching decisions, and operational calls are grounded in dashboards, instrument level complaint analysis, and trend evidence rather than intuition. While ownership of the external agency sits with the Agency Manager, you remain the LOBs insight authority — sharing SOP updates, execution-dispute trends, and quality learnings with external agents and supporting the Agency Manager with LOB-level context whenever needed.

You need to be a HODLer of these

Must Have

• 5+ years of experience in the service industry, with at least 2 years as a team leader or supervisor.
• In-depth knowledge of contact centre performance metrics - SLA, response times, resolution rates, CSAT, escalation rate - and how they interconnect.
• Demonstrated ability to interpret data trends and translate them into operational actions: read a dashboard, identify what changed and why, and decide what to do about it.
• Ability to perform structured root cause analysis, moving beyond symptoms to underlying causes across process, people, product, and partner dimensions.
• Ability to coach and develop agents using evidence: turning performance data into specific, actionable coaching conversations.
• Comfortable working with percentages and thresholds under time pressure - for example, calculating whether an execution price falls within an agreed slippage tolerance band.
• Working knowledge of order-execution and trading-support flows - order types, execution disputes, stop-loss/take-profit mechanics - from a brokerage, trading, fintech, or similar regulated environment, with the ability to quickly learn crypto-exchange specifics.
• Excellent communication and leadership skills, with the ability to present insights and recommendations clearly to senior and cross-functional stakeholders, including Trading Ops and Partner Exchange Ops.
• Strong command of MS Excel and dashboard or reporting tools.
• Organisational, time-management, and decision-making skills, including sound judgment under pressure with incomplete information.
• Willingness to work in rotational shifts including weekends and public holidays.

Preferred

• Experience working in an AI-assisted or AI-augmented support environment, including familiarity with AI-drafted responses, auto classification, or confidence-score-based workflows.
• Understanding of order-execution taxonomy or contact driver frameworks and why classification accuracy matters for downstream analysis and partner-exchange escalation.
• Exposure to derivative products such as Futures or Options, and coordination with third-party liquidity providers or exchange partners.
• Familiarity with Sprinklr, Zendesk, Freshdesk, or equivalent CRM reporting environments.
• Understanding of quality assurance methodology: sampling, calibration, and structured feedback.
• Degree in Management or formal training in team leadership.

You will be mining through these tasks

Team Leadership

• Provide guidance to the team of customer support experts within the internal team, setting clear goals and tracking progress toward 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, using performance data such as quality scores, productivity metrics, and AI-assist indicators as the foundation for coaching conversations.
• Coach agents on AI tool judgment: when to approve an AI-suggested slippage-tolerance classification, when to override it, and how to write correction notes that improve system accuracy on execution-dispute cases.
• Listen to team members feedback and resolve any issues or conflicts.
• Undertake additional responsibilities as needed to contribute effectively to the teams success.

AI-Augmented Operations Management

• Monitor real-time queue health, agent utilisation, and SLA thresholds through AI-powered dashboards, intervening before breaches occur rather than reporting them after.
• Review AI accuracy reports for the LOB regularly: identify misclassification patterns on execution-dispute cases (for example, AI suggested tolerance calls that examiners or agents later overturn), recurring low-confidence categories, and systemic AI failures, and escalate them with supporting evidence.
• Own the human-AI workload balance for the team: ensure AI-flagged high-risk tickets — particularly stop-loss and take-profit non triggers — are routed to the right seniority level immediately, and that no agent is either overloaded or underutilised.
• Validate that case labels and execution-tolerance classifications applied by the team (and pre-filled or suggested by AI) are accurate, since this data feeds every downstream analysis, partner-exchange escalation, and automation decision.

Quality Assurance

• Implement and maintain quality assurance processes to ensure customer interactions meet company standards and expectations.
• Monitor and evaluate chat and ticket transcripts — including AI-assisted interactions — to identify areas for improvement and provide feedback to agents.
• Work closely with agents to implement training programs and resources that enhance skills and knowledge.
• Discover training needs, provide coaching, recognise high performance, and reward accomplishments.
• Encourage creativity and considered risk-taking within quality and compliance boundaries.

Data Analysis and Reporting

• Generate regular reports on key performance metrics such as response times, resolution rates, escalation rates, and customer satisfaction scores.
• Own the LOBs execution-dispute driver analysis: identify which instruments or trading pairs are generating disproportionate complaint volume relative to order flow, and what that means for staffing, training, or partner-exchange escalation.
• Perform root cause analysis on recurring issues and negative trends — moving from CSAT dropped to CSAT dropped because X, and here is the proposed fix.
• Distinguish signal from noise in performance data: separate a genuine, systemic issue (for example, a price-feed timing problem spanning multiple instruments) from a localised one (for example, liquidity depth on a single low-volume pair) before acting or escalating.
• Present regular LOB insight summaries covering performance trends, execution-dispute driver shifts, AI accuracy observations, and recommended actions.
• Make recommendations for operational enhancements or resource allocation based on data-driven insights.

Agency Enablement and Insight Sharing

• Share SOP updates, process changes, and knowledge base corrections with external agency teams so frontline chat agents always work from current information.
• Surface LOB-level insights — recurring execution-dispute patterns, emerging contact drivers, quality patterns — to the Agency Manager to inform vendor coaching and performance conversations.
• Support the Agency Manager with LOB context during vendor reviews and quality discussions. Ownership of the agency relationship sits with the Agency Manager; insight authority sits with you.

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 whats possible.