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 strong 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 closely with Compliance, Operations, Development, and other internal
teams to resolve customer issues.
* Share relevant customer feedback with internal stakeholders.
* Support initiatives aimed at improving customer experience and operational
efficiency.Process & Knowledge Improvement

* Stay updated on CoinDCX products, features, processes, and the broader
cryptocurrency industry.
* Contribute to the improvement of customer support processes and
documentation.
* Follow defined support processes and ensure accurate information is
communicated to customers.Escalation & Team Support

* Handle escalated customer queries and complaints professionally.
* Support the Team Leader in managing daily operations and implementing




team-level strategies.
* Contribute to customer support best practices and initiatives aimed at
improving team performance.

What We're Looking For

Essential Skills

* Excellent communication skills in English and Hindi.
* Strong interpersonal and customer-handling skills.
* Good listening and problem-solving abilities.
* Solid analytical skills.
* Ability to multitask and manage multiple customer interactions efficiently.
* Ability to work effectively under pressure and handle high-volume
situations.Experience & Knowledge

* Prior experience in Customer Support, preferably in a trading/financial
services environment.
* Hands-on trading experience is an added advantage.
* Knowledge of cryptocurrency and crypto trading is preferred.
* Experience in a similar industry or role is preferred.
* Familiarity with CRM systems; Sprinklr experience is preferred.

Shift & Education Requirements

* Willingness to work in rotational shifts.
* Diploma or equivalent qualification.
* College/University degree is preferred.

Ideal Candidate

The ideal candidate is a customer-focused professional who can combine strong
communication and problem-solving skills with an understanding of
trading/crypto products(not mandatory, trading knowledge preferred). You should
be comfortable working in a fast-paced environment, handling difficult customer
situations, and collaborating with multiple internal teams to drive effective
resolutions.

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