Senior Customer Success Expert

About CoinDCX

CoinDCX is India’s 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.

About the Role

As a Senior Customer Support Executive, you will be responsible for assisting CoinDCX customers across account-related, trading, and technical queries. You will play a critical role in helping customers navigate the platform, resolve issues efficiently, and have a seamless experience with CoinDCX.

The role requires strong communication, problem-solving, empathy, and the ability to work effectively in a fast-paced environment with varying customer volumes.

Key Responsibilities

Customer Support

• Provide timely and accurate support to customers through email, chat, and phone.
• Handle queries related to accounts, trading, deposits, withdrawals, and technical issues.
• Assist customers in navigating the CoinDCX platform and understanding its features.
• Troubleshoot customer issues and provide effective resolutions.
• Escalate complex or sensitive issues to the appropriate internal teams when required.

Customer Experience

• Maintain a high level of professionalism, empathy, and customer focus in every interaction.
• Handle difficult and stressful customer situations effectively.
• Manage high ticket volumes during peak periods while maintaining service quality.
• Understand customer concerns and work towards delivering an exceptional customer experience.

Cross-functional Collaboration

• Work closely with Compliance, Operations, Development, and other internal teams to resolve customer issues.
• Share relevant customer feedback with internal stakeholders.
• Support initiatives aimed at improving customer experience and operational efficiency.

Process & Knowledge Improvement

• Stay updated on CoinDCX products, features, processes, and the broader cryptocurrency industry.
• Contribute to the improvement of customer support processes and documentation.
• Follow defined support processes and ensure accurate information is communicated to customers.

Escalation & Team Support

• Handle escalated customer queries and complaints professionally.
• Support the Team Leader in managing daily operations and implementing team-level strategies.
• Contribute to customer support best practices and initiatives aimed at improving team performance.

What We're Looking For

Essential Skills

• Excellent communication skills in English and Hindi.
• Strong interpersonal and customer-handling skills.
• Good listening and problem-solving abilities.
• Strong analytical skills.
• Ability to multitask and manage multiple customer interactions efficiently.
• Ability to work effectively under pressure and handle high-volume situations.

Experience & Knowledge

• Prior experience in Customer Support, preferably in a trading/financial services environment.
• Hands-on trading experience is an added advantage.
• Knowledge of cryptocurrency and crypto trading is preferred.
• Experience in a similar industry or role is preferred.
• Familiarity with CRM systems; Sprinklr experience is preferred.

Shift & Education Requirements

• Willingness to work in rotational shifts.
• Diploma or equivalent qualification.
• College/University degree is preferred.

Ideal Candidate

The ideal candidate is a customer-focused professional who can combine strong communication and problem-solving skills with an understanding of trading/crypto products(not mandatory, trading knowledge preferred). You should be comfortable working in a fast-paced environment, handling difficult customer situations, and collaborating with multiple internal teams to drive effective resolutions.