CRM Specialist

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.

The CRM Specialist – Sprinklr will be responsible for managing, optimising, and enhancing the Sprinklr platform to improve customer experience, agent efficiency, and business insights. This role involves end-to-end ownership of CRM workflows, dashboards, integrations, and analytics to ensure seamless handling of customer interactions and enable data-driven decision-making. The ideal candidate is expected to have hands-on expertise in Sprinklr modules (Care, Insights, Social, Reporting, and Knowledge Base) and a deep understanding of customer operations and process automation.

You need to be a HODLer of these

• Strong hands-on experience with Sprinklr (Care, Insights, Reporting, and KB modules).
• Good understanding of CRM workflows, customer ticket lifecycle, and escalation handling.
• Proficient in reporting, dashboard creation, and root cause analysis.
• Knowledge of dynamic flows, BOT interactions, and self-serve enablement.
• Excellent analytical, communication, and stakeholder management skills.
• Ability to manage multiple priorities and work cross-functionally.
• Bachelor's degree in Business, Information Systems, or related field.
• 3–6 years of experience in CRM or Customer Operations roles.
• Prior experience managing or administering the Sprinklr platform is mandatory.
• Certification in Sprinklr (preferred) or equivalent CRM tools.
• Exposure to process automation, chatbot integration, or AI-based ticket classification.
• Experience in BFSI, Fintech, or BPO environments.
• Strong understanding of customer service metrics (AHR, FRT,FURT, CSAT, etc.).

You will be mining through these tasks
Platform Management & Configuration

• Own and manage day-to-day operations within the Sprinklr CRM platform.
• Configure workflows, routing rules, queues, macros, and automation logic.
• Maintain and update Knowledge Base (KB) content to drive agent self-sufficiency.
• Ensure optimal utilisation of all Sprinklr modules across teams.

Process Optimisation & Automation

• Identify process gaps and implement automation to improve TAT and agent productivity.
• Develop and manage dynamic workflows for ticket lifecycle, assignment, and escalation.
• Partner with tech teams to integrate Sprinklr with other enterprise systems (CRM, Chatbots, Email, etc.).

Analytics & Reporting

• Build and maintain performance dashboards for operational and leadership reporting.
• Analyse ticket drivers, SLA adherence, and customer satisfaction trends.
• Provide actionable insights to improve process efficiency and CX metrics.

Cross-Functional Collaboration

• Collaborate with Trade Ops, Custody Ops, Tech, and Product teams for CRM-related enhancements.
• Drive adoption of Sprinklr features across internal stakeholders through training and communication.
• Partner with the Sprinklr account team and external teams/agencies for platform upgrades, new feature rollouts, and issue resolution.

Governance & Compliance

• Ensure CRM processes adhere to data privacy, compliance, and audit requirements.
• Maintain documentation for configurations, workflows, and release changes.

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 what's possible.

Perks That Empower You
Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you.

• 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.