RCA Lead

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 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 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 you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.

We are looking for a qualified team leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis.

As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, you should lead by setting a good example and engage the team to achieve goals.

You need to be a HODLer of these

Key Skills & Qualificatio ns

• 6–10 years of experience in Operations Excellence, Quality, Risk, or Customer Experience (preferably in fintech/crypto, BFSI, or high-scale tech environments).
• Proven expertise in Root Cause Analysis, CAPA management, and Incident Governance .
• Strong analytical skills with ability to work on large data sets and generate actionable insights.
• Excellent stakeholder management and cross-functional collaboration skills.
• Strong communication skills (verbal & written) with ability to simplify complex issues for leadership.
• Tools knowledge: JIRA, Confluence, SQL/Excel, BI dashboards (Tableau, PowerBI, Looker).
  
  

• % reduction in repeat issues and escalations.
• Average time to complete RCA & implement preventive action.
• Accuracy and adoption of RCA reports across functions.
• Leadership satisfaction on visibility into systemic risks/issues.
  
  

• The RCA Lead will be responsible for driving structured problem-solving across customer experience, product, and operational processes. This role ensures that recurring issues are analysed at depth, root causes are identified, and sustainable solutions are implemented in partnership with cross-functional teams. The RCA Lead will act as the central owner for managing escalations analysis, conducting post-mortems, and ensuring preventive measures are put in place to reduce repeat incidents.
  
  

• Lead RCA exercises for critical customer-impacting issues, operational failures, and escalations.
• Build and enforce a structured RCA framework (5 Whys, Fishbone, FMEA, etc.) to drive consistency.
• Conduct post-incident reviews and publish RCA reports with clear action items.
  
  

• Partner with Product, Tech, Operations, Compliance, and Support teams to address identified root causes.
• Track and follow up on corrective and preventive actions (CAPA) until closure.
• Ensure accountability for long-term fixes, not just temporary workarounds.
  
  

• Maintain dashboards and trackers of top recurring issues, escalation trends, and RCA completion rates.
• Present RCA insights and systemic issue trends to senior leadership on a regular cadence.
• Quantify business/customer impact of issues and measure improvement post-fix.
  
  

• Establish and refine SOPs for incident reporting and RCA management.
• Train internal teams and stakeholders on RCA methodology and problem-solving practices.
• Ensure compliance with regulatory/audit requirements for documentation of RCA and remediation.
  
  

• 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.
  
  

• 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 prioritise 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.