Associate Director of Operations

Know the Company :

PeepalCo is a canopy for brands serving India with tailored wealth-tech products, Making Money Equal for All. Founded by Ashish Singhal, Govind Soni, and Vimal Sagar Tiwari, PeepalCo's products include CoinSwitch and Lemonn. The Group is backed by blue-chip investors including Andreessen Horowitz (a16z), Tiger Global, Peak XV Partners (formerly Sequoia Capital India), Ribbit Capital, Paradigm, and Coinbase Ventures.

PeepalCo is the brand name for our Group entity and will house all our wealth-tech brands. The largest of our brands, CoinSwitch, Lemonn will be housed under PeepalCo.

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About the Role:

As a Associate Director you are responsible to organize and lead support for CoinSwitch and Lemonn users. You are expected to ensure high customer satisfaction and hire & manage a team of highly competitive support agents.You are expected to scale functional strategy in line with overall CoinSwitch and Lemonn business objectives and work closely with other stakeholders of all functions to ensure the best customer experience.

What you will do:

• You will be accountable for the highest quality standards in customer support and satisfaction with collaboration of all functions to ensure the best customer experience.
• You will focus on optimizing our support service, from customer interaction playbooks to higher-level process design, and continually improve our quality standards.
• You will dive into specific areas of support that are impediments to achieving 100% customer satisfaction.
• Present strategy, key insights, achievements, progress updates etc in a compelling manner.
• Use Customer Insights to identify company wide improvements and act as the Voice of CoinSwitch users across organisations.
• Hire, train and manage a team of new and experienced resources to fulfill business objectives with high productivity, engagement, and retention within the team. Ensure growth and development opportunities for all team members and handle day-to-day team management tasks.
• Oversee vendor performance through regular reviews and data-driven insights to ensure consistent delivery and operational excellence.
• Partner with the Growth team to identify opportunities, optimize processes, and support initiatives that accelerate business growth and revenue outcomes.

What you should have:

• 12+ years of experience in customer support with strong product domain knowledge with minimum 6+ years of experience in leadership
• A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results
• Ability to work effectively with a cross-functional teams
• A data driven approach, clear on KPI's, and strong understanding of customer journey
• Leading by example: You strive your team to be focused, result-oriented, forward thinking and always testing new opportunities.
• Build on a culture: of ownership, passion and successfully crossing the finish line as a team
• The ability to attract and develop talent, create a culture of collaboration and teamwork that fosters open

Life at PeepalCo

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 PeepalCo:

• 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.