Customer Experience Analyst

Know the Company :

CoinSwitch
breaks down the complexities in Crypto, empowering the everyday Indian to make informed investment decisions on a simple and trusted platform. When we started up, Crypto was a field reserved for specialists. Today, over 20 million users trust CoinSwitch to learn, purchase and invest in Crypto. That makes us India's largest crypto app.

On CoinSwitch, users can invest in Crypto with a few simple taps, either as a one-time purchase or in regular intervals through an SIP. But simplicity is not a substitute for informed decisions. A CoinSwitch user spends 27 minutes on our app—to learn about Crypto and Web3 through our educational content and understand the market sentiments.

But we are just getting started. CoinSwitch not only plans to double down on making Crypto accessible to everyone but is on track to become the one-stop wealth-tech destination for every Indian.

For more information about CoinSwitch, find additional resources here:

What You Will Do :

• You should be able to demonstrate an ability to effectively engage and interact with customers on calls/email/chat.
• You understand the customer's query and identify the customer's needs and give the best resolution to the customer.
• You will be responsible for KYC processing.
• Coordinate with cross-functional teams to resolve any issues.
• Handle Real-time queries of the customers from different channels (Chat/Email/Call/Social media).
• Provide an analysis of our existing customer base to avoid and minimize risks in the field.
• Define and drive changes to our product with the development engineering team, given feedback from customers and field implementations.
• Work closely with our exchange and other partners.

What You Should Have :

• 1 to 2 years of experience working in a customer satisfaction role.
• Prior experience in voice and non-voice process and understanding of basic etiquettes for customer happiness.
• Willing to work in rotational shifts.
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
• Adhere to standardized processes, compliance without compromising customer experience.
• Strong communication (English & Hindi), organizational, motivational and time management skills.
• Prior experience in the Fintech/Stocks/Mutual Funds domain will be an added advantage.

Life at CoinSwitch:

We take great pride in what we do and are committed to our mission. And we have a lot of fun while at it

Here's how we do things at CoinSwitch:

• Customer-first: That's the North Star. Everything we do is to make our users' investment experience better and simplified.
• Ownership: We don't sport lab coats, but we experiment—a lot. And we take ownership. We even have a catchphrase for this: Think big, fail fast, and build better.
• Data-driven: The source of truth. Simple as that.
• Fun: PS5, anyone? Or do you prefer Foosball? Or perhaps Carrom? And yes, our HR team has a whole list of activities: Disco nights, offsites, gift boxes, and more

Speaking of lists, the perks and benefits are so extensive, this space isn't enough. Here are a few:

• Parenthood: Up to 8 months of Maternity leave and 1 month of Paternity leave
• Gender Reassignment Surgery: Be the best version of you We'll support you and reimburse your medical bill.

Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.