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 process or operations role.
You will build and own the Process Excellence function within CoinDCX's Customer Experience organisation: the discipline that decides why CX processes break and how they get fixed for good, not just how a single ticket gets resolved. This is a high-impact role that sits at the intersection of process governance, root cause analysis, and regulatory risk,
directly shaping how millions of Indian customers experience crypto. You'll define the standards the frontline operates against, run the root cause discipline that turns escalation patterns into structural fixes, and hold a formal line into Risk and Compliance, making this one of the most foundational roles in our Customer Experience function.
What You'll Do
Process Governance & SOP Ownership
Own the single source of truth for CX SOPs and playbooks, including version control and audit trails.
Run staleness audits to ensure SOPs are updated within a defined window of any related policy or product change.
Chair the Process Governance Forum with Product, Ops, Tech, and QA to review and approve process changes before rollout.
Root Cause Analysis & Structural Fixes
Analyse escalation, repeat contact, and complaint data to identify root causes, using structured problem-solving methods such as DMAIC, 5 Whys, or fishbone an