AD/SM- Escalation Management

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.

You need to be a HODLer of these

• Experience: 9+ years of experience in customer service, operations, or escalation management, with at least 5 years in a senior leadership role. You have a proven track record of creating and executing large-scale strategies to reduce escalations and improve customer outcomes.
• Strategic & Analytical Acumen: You are a strategic thinker with a demonstrated ability to use data to inform decisions, drive continuous process improvements, and forecast future trends.
• Influence & Stakeholder Management: You have excellent communication and conflict resolution skills, with a strong ability to influence and align senior stakeholders across a complex organization. You are comfortable acting as a key point of contact for senior leadership.
• Process Excellence: You have strong project management and process optimization skills, with a focus on driving operational efficiency and a deep understanding of agile methodologies.
• Technical Proficiency: You are highly proficient in CRM systems, escalation management software, and advanced reporting tools.
• Education: Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.

You will be mining through these tasks

• Strategic Leadership & Vision: Own the end-to-end escalation management function. Develop and execute a comprehensive, multi-year strategy to significantly reduce escalations and enhance customer satisfaction. Proactively identify and resolve systemic issues by influencing policy, product, and process changes.
• Proactive Escalation Prevention: Lead the analysis of root causes for escalations across all channels, with a special focus on social media and high-profile incidents. Implement robust prevention strategies and systemic solutions that address the core issues to stop them from happening in the first place.
• Data-Driven Excellence: Leverage advanced data analytics and reporting to identify trends, forecast potential issues, and measure the impact of strategic initiatives. Use these insights to drive business decisions, optimize processes, and report on key performance indicators (KPIs) to senior leadership.
• Define & Manage Service Levels: Redefine and enforce service level agreements (SLAs) for all escalations, ensuring alignment with business goals and customer expectations. Drive process optimization to consistently exceed these SLAs, setting new benchmarks for efficiency and resolution.
• Cross-Functional Influence & Collaboration: Act as a key stakeholder and subject matter expert, partnering with senior leaders across Customer Service, Operations, Product, Marketing, and IT to champion customer-centric solutions. Drive alignment and accountability across departments to address and resolve complex issues.
• Process Optimization & Innovation: Continuously evaluate and redesign existing escalation workflows. Introduce innovative, data-driven process improvements and technology solutions that enhance operational efficiency and improve the customer experience.
• Leadership & Team Development: Mentor and develop the Escalation Management team, fostering a culture of excellence, empathy, and continuous improvement. Equip the team with the tools and skills needed to navigate complex scenarios effectively.

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 prioritize 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.