The CoinDCX Journey: Building the Future of Finance

At CoinDCX, our mission is explicit — 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 secure, 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 in office 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

📌 Manager Customer Support Vendor Ops Mumbai (India)
🏢 Customer Experience
📍 India