About CoinDCX

CoinDCX is India’s largest and safest cryptocurrency exchange, focused on
making crypto accessible through simple, secure, and innovative solutions.

Established in 2018, CoinDCX provides a diverse suite of crypto-based
financial products and services for retail, HNI, and enterprise customers. The
platform enables users to build and manage their cryptocurrency portfolios
while providing access to advanced products and trading solutions.

CoinDCX is backed by leading global investors including Coinbase Ventures,
Polychain Capital, Bain Capital Ventures, Block.one, and HDR Group, the
operator of BitMEX. CoinDCX is also insured by BitGo and ISO certified.

About the Role

As a Customer Support Executive, you will be responsible for assisting
CoinDCX customers across account-related, trading, and technical queries. You
will play a critical role in helping customers navigate the platform, resolve
issues efficiently, and have a seamless experience with CoinDCX.

The role requires robust communication, problem-solving, empathy, and the




ability to work effectively in a fast-paced environment with varying customer
volumes.

Key Responsibilities

Customer Support

* Provide timely and accurate support to customers through email, chat, and
phone.
* Handle queries related to accounts, trading, deposits, withdrawals, and
technical issues.
* Assist customers in navigating the CoinDCX platform and understanding its
features.
* Troubleshoot customer issues and provide effective resolutions.
* Escalate complex or sensitive issues to the appropriate internal teams when
required.Customer Experience

* Maintain a high level of professionalism, empathy, and customer focus in
every interaction.
* Handle difficult and stressful customer situations effectively.
* Manage high ticket volumes during peak periods while maintaining service
quality.
* Understand customer concerns and work towards delivering an exceptional
customer experience.Cross-functional Collaboration

* Work

📌 Senior Customer Success Expert (Mumbai)
🏢 Customer Experience
📍 Mumbai