The CoinDCX Journey: Building Tomorrow, Today

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.

Inside CoinDCX’s Customer Success Team

Our Customer Success team is dedicated to ensuring our users get the most out
of their CoinDCX experience. We build strong relationships, providing support
and guidance to help users achieve their goals in the world of digital finance.
If you’re passionate about customer satisfaction and success, join us in
creating exceptional experiences that turn users into advocates.

As Team Lead for Trade Customer Success, you own the daily operations of a
team resolving customer queries across Spot, Futures, Options, Order-related
issues, Trading & TDS, CoinDCX Web3, US Stocks, and Crypto
Deposits/Withdrawals, in an AI-augmented environment. Your team works
alongside AI systems that draft responses, assess execution-price disputes
against defined tolerance thresholds, and surface knowledge — your job is to
ensure the humans and the AI together produce accurate, fair, and risk-aware
outcomes, particularly on cases with direct financial impact such as stop-loss
and take-profit non-triggers.

You lead through data: performance conversations, coaching decisions, and
operational calls are grounded in dashboards, instrument level complaint
analysis, and trend evidence rather than intuition. While ownership of the
external agency sits with the Agency Manager, you remain the LOB's insight
authority — sharing SOP updates, execution-dispute trends, and quality
learnings with external agents and supporting the Agency Manager with
LOB-level context whenever needed.

You need to be a HODLer of these

Must Have

* 5+ years of experience in the service industry, with at least 2 years as a
team leader or supervisor.
* In-depth knowledge of contact centre performance metrics - SLA, response
times, resolution rates, CSAT, escalation rate - and how they interconnect.
* Demonstrated ability to interpret data trends and translate them into
operational actions: read a dashboard, identify what changed and why, and
decide what to do about it.
* Ability to perform structured root cause analysis, moving beyond symptoms
to underlying causes across process, people, product, and partner dimensions.
* Ability to coach and develop agents using evidence: turning performance
data into specific, actionable coaching conversations.
* Comfortable working with percentages and thresholds under time pressure -
for example, calculating whether an execution price falls within an agreed
slippage tolerance band.
* Working knowledge of order-execution and trading-support flows - order
types, execution disputes, stop-loss/take-profit mechanics - from a brokerage,
trading, fintech, or similar regulated environment, with the ability to quickly
learn crypto-exchange specifics.
* Excellent communication and leadership skills, with the ability to present
insights and recommendations clearly to senior and cross-functional
stakeholders, including Trading Ops and Partner Exchange Ops.
* Strong command of MS Excel and dashboard or reporting tools.
* Organisational, time-management,



and decision-making skills, including
sound judgment under pressure with incomplete information.
* Willingness to work in rotational shifts including weekends and public
holidays.

Preferred

* Experience working in an AI-assisted or AI-augmented support environment,
including familiarity with AI-drafted responses, auto classification, or
confidence-score-based workflows.
* Understanding of order-execution taxonomy or contact driver frameworks and
why classification accuracy matters for downstream analysis and
partner-exchange escalation.
* Exposure to derivative products such as Futures or Options, and
coordination with third-party liquidity providers or exchange partners.
* Familiarity with Sprinklr, Zendesk, Freshdesk, or equivalent CRM reporting
environments.
* Understanding of quality assurance methodology: sampling, calibration, and
structured feedback.
* Degree in Management or formal training in team leadership.

You will be mining through these tasks

Team Leadership

* Provide guidance to the team of customer support experts within the
internal team, setting clear goals and tracking progress toward achievement.
* Foster a positive and supportive work setting that encourages teamwork,
collaboration, and personal development.
* Conduct regular one-on-one meetings to support individual growth and
performance improvement, using performance data such as quality scores,
productivity metrics, and AI-assist indicators as the foundation for coaching
conversations.
* Coach agents on AI tool judgment: when to approve an AI-suggested
slippage-tolerance classification, when to override it, and how to write
correction notes that improve system accuracy on execution-dispute cases.
* Listen to team members' feedback and resolve any issues or conflicts.
* Undertake additional responsibilities as needed to contribute effectively
to the team's success. AI-Augmented Operations Management

* Monitor real-time queue health, agent utilisation, and SLA thresholds
through AI-powered dashboards, intervening before breaches occur rather than
reporting them after.
* Review AI accuracy reports for the LOB regularly: identify
misclassification patterns on execution-dispute cases (for example, AI
suggested tolerance calls that examiners or agents later overturn), recurring
low-confidence categories, and systemic AI failures, and escalate them with
supporting evidence.
* Own the human-AI workload balance for the team: ensure AI-flagged high-risk
tickets — particularly stop-loss and take-profit non triggers — are routed to
the right seniority level immediately, and that no agent is either overloaded
or underutilised.
* Validate that case labels and execution-tolerance classifications applied
by the team (and pre-filled or suggested by AI) are accurate, since this data
feeds every downstream analysis, partner-exchange escalation, and automation
decision. Quality Assurance

* Implement and maintain quality assurance processes to ensure customer
interactions meet company standards and expectations.
* Monitor and evaluate chat and ticket transcripts — including AI-assisted
interactions — to identify areas for improvement and provide feedback to
agents.
* Work closely with agents to implement training programs and resources that
enhance skills and knowledge.
* Discover training needs, provide coaching,



recognise high performance, and
reward accomplishments.
* Encourage creativity and considered risk-taking within quality and
compliance boundaries. Data Analysis and Reporting

* Generate regular reports on key performance metrics such as response times,
resolution rates, escalation rates, and customer satisfaction scores.
* Own the LOB's execution-dispute driver analysis: identify which instruments
or trading pairs are generating disproportionate complaint volume relative to
order flow, and what that means for staffing, training, or partner-exchange
escalation.
* Perform root cause analysis on recurring issues and negative trends —
moving from 'CSAT dropped' to 'CSAT dropped because X, and here is the
proposed fix'.
* Distinguish signal from noise in performance data: separate a genuine,
systemic issue (for example, a price-feed timing problem spanning multiple
instruments) from a localised one (for example, liquidity depth on a single
low-volume pair) before acting or escalating.
* Present regular LOB insight summaries covering performance trends,
execution-dispute driver shifts, AI accuracy observations, and recommended
actions.
* Make recommendations for operational enhancements or resource allocation
based on data-driven insights. Agency Enablement and Insight Sharing

* Share SOP updates, process changes, and knowledge base corrections with
external agency teams so frontline chat agents always work from current
information.
* Surface LOB-level insights — recurring execution-dispute patterns, emerging
contact drivers, quality patterns — to the Agency Manager to inform vendor
coaching and performance conversations.
* Support the Agency Manager with LOB context during vendor reviews and
quality discussions. Ownership of the agency relationship sits with the Agency
Manager; insight authority sits with you.

Are you the one? Our missing block

* You are knowledge-hungry when it comes to VDA and Web3, always eager to
dive deeper and stay ahead in this evolving space.
* The world of Web3 and VDA excites you, fueling your curiosity and driving
you to explore new opportunities within this dynamic landscape.
* You act like an owner, constantly striving for excellence, impact, and
tangible results in everything you do.
* You embrace a ‘We over Me’ mindset, growing individually while fostering
the growth of those around you.
* Change is your catalyst, igniting your passion to build and innovate.
* You think outside the box, unbound by limitations or doubt, always pushing
the boundaries of what’s possible.

Perks That Empower You

Our benefits are designed to make a lasting impact on your life, giving you
the freedom to create a work-life balance that truly suits you.

* Design Your Own Benefit: Tailor your perk package to fit your unique needs.
Whether you’re eyeing a new gadget or welcoming a furry friend into your life,
our flexible benefits ensure that you can prioritise what matters most to you.
* Unlimited Wellness Leaves: We believe in the power of well-being. Take the
time you need to recharge, knowing that your health is our priority. With
unlimited wellness leaves, you can return refreshed, ready to build and grow.
* Mental Wellness Support: Your mental health is as important as your
professional growth. Benefit from access to health experts, free counseling
sessions, monthly wellness workshops, and regular team outings, all designed to
help you stay balanced and connected.
* Bi-Weekly Learning Sessions: These sessions are more than just
updates—they’re opportunities to fuel your growth. Stay ahead with the latest
industry knowledge, sharpen your skills, and accelerate your career in an
ever-evolving landscape.

📌 Team Lead - Service Delivery (Mumbai)
🏢 Customer Experience
📍 Mumbai