The CoinDCX Journey: Building the Future of Finance
At CoinDCX, our mission is transparent — to make crypto and blockchain accessible
to every Indian and enable them to participate in the future of finance. As
India's first crypto unicorn valued at $2.45B, we are reshaping the financial
ecosystem by building safe, transparent, and scalable products that power
adoption at scale.
We believe that change starts together. It begins with bold ideas, relentless
execution, and people who want to build what's next. If you're driven by
purpose and thrive in environments where your work defines the next chapter of
an industry, you'll feel right at home here.
About the Role
This isn't a typical operations role.
You will own end-to-end management of all external contact centre partners
supporting CoinDCX's service delivery operations. This is a high-impact role
that sits at the intersection of operational excellence, stakeholder
management, and data-driven decision-making — directly influencing how millions
of Indian customers experience crypto. You'll drive performance, governance,
and continuous improvement across vendors, making this one of the most visible
and consequential roles in our Customer Experience function.
What You'll Do
Contact Centre Partner Management & Governance
* Own and manage all external CS partners across Chat, Ticketing, and Calling
functions
* Act as the single point of accountability for partner performance, SLAs,
and deliverables
* Drive weekly and monthly governance reviews and performance audits
* Ensure alignment on goals, SOPs, and process adherence across all partners
* Manage capacity planning, staffing models, and shrinkage controls with
vendors
* Conduct regular on-site visits to partner locations to ensure operational
alignment
* Lead commercial negotiations with partners on SLAs and performance
commitments in line with business objectivesPerformance Management & Metrics
Ownership
* Own and drive all key CX metrics including FRT, FuRT (Age