The CoinDCX Journey: Building the Future of Finance

At CoinDCX, our mission is clear — 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 on-site visits to partner locations to ensure operational alignment
Lead commercial negotiations with partners on SLAs and performance commitments in line with business objectives

Performance Management & Metrics Ownership

Own and drive all key CX metrics including FRT, FuRT (Agent & CX Lens),

📌 Manager - Customer Support Vendor Ops (Mumbai)
🏢 Coindcx
📍 Mumbai