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Engaged Employer

CoinDCX

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3.8

based on 117 Reviews

50 CoinDCX Jobs

Manager - Escalation Management (Customer Success)

CoinDCX

3.8

based on 117 Reviews

10-15 years

Mumbai, Bangalore / Bengaluru

1 vacancy

Manager - Escalation Management (Customer Success)

CoinDCX

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Social Media Marketing Project Management Operations Mining Engineering CRM Product Marketing

+ 4 more

Job Description

The CoinDCX journey: building tomorrow, todayAt 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 TeamOur 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 Bachelor s degree in Business, Communications, or a related field, or equivalent work experience
5+ years of experience in customer service, operations, or escalation management, with at least 1-2 years in a leadership role
Strong experience in creating and executing strategies that reduce escalations and improve customer outcomes
Proven track record of using data and analytics to inform strategic decisions and drive continuous process improvements
Strong understanding of social media platforms and their role in customer service escalation management
Excellent communication, problem-solving, and conflict resolution skills, with the ability to influence at all levels of the organization
Strong project management and process optimization skills, with a focus on driving operational efficiency
Ability to manage multiple competing priorities in a fast-paced environment while maintaining high standards of customer service
Preferred Qualifications: Experience in a customer experience (CX) or customer success environment
Knowledge of CRM systems, escalation management software, and reporting tools
Experience in leading or managing remote teams
Familiarity with agile methodologies or other iterative process improvement frameworks
You will be mining through these tasks Strategic Leadership: Develop, implement, and execute comprehensive strategies to reduce both social media and management escalations, focusing on proactive solutions and continuous improvement
Regularly assess performance and adjust strategies based on evolving customer needs and feedback
Escalation Reduction and Prevention: Identify key drivers of escalations across all channels, including social media and management interactions
Develop action plans to prevent repeat issues and implement preventive measures that address root causes of escalation incidents before they escalate
Defining and Managing Service Levels: Collaborate with leadership to define clear service level agreements (SLAs) for all escalations
Ensure that these SLAs are aligned with business goals and customer expectations, and rigorously track performance to ensure compliance
Identify and execute process changes to meet or exceed SLAs consistently
Data-Driven Strategy Development: Leverage data analytics to identify trends, analyze escalation patterns, and understand customer pain points
Use these insights to drive strategy, prioritize initiatives, and enhance team efficiency
Build dashboards or reports to track progress and communicate results to stakeholders
Cross-Functional Collaboration: Partner with key internal stakeholders (including Customer Service, Operations, Product, Marketing, and IT teams) to design and implement strategic solutions that reduce escalations across all touchpoints
Ensure seamless communication between departments to address escalation-related issues in real time
Proactive Process Optimization: Evaluate existing escalation workflows, identify inefficiencies or gaps, and propose data-driven process improvements
Standardize escalation procedures to ensure consistency across all teams and improve response times, resolution times, and customer satisfaction
Customer-Centric Approach: Champion a customer-first mindset within the team, ensuring escalations are managed with empathy, professionalism, and respect
Develop and promote best practices for handling sensitive or complex escalations that balance the needs of the customer with the interests of the business
Performance Monitoring and Reporting: Establish and monitor KPIs related to escalations, including reduction in escalations, SLA compliance, customer satisfaction scores, and resolution times
Regularly report on the team s performance, progress toward targets, and any strategic adjustments to leadership
Training and Development: Design and implement targeted training programs to equip the Escalation Management Team with the skills, tools, and knowledge needed to manage escalations effectively
Foster an environment of continuous learning and ensure that team members are prepared for evolving customer expectations and escalation scenarios
Stakeholder Communication and Escalation Ownership: Act as a point of contact for senior leadership regarding escalations, ensuring transparency, accountability, and alignment on priorities
Take ownership of high-profile escalations and ensure they are handled with urgency and care
Are you the oneOur 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 YouOur 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 landscap