The CoinDCX Journey: Building the Future of Finance CoinDCX is India's largest and most trusted cryptocurrency exchange. Since 2018, we have been building infrastructure that makes crypto accessible, secure, and compliant for millions of retail, HNI, and institutional customers. Insured by BitGo and ISO-certified, CoinDCX became India's first crypto unicorn and continues to set the standard for trust and transparency in the Indian crypto market.

Our CX team operates at the intersection of people, process, and compliance, in one of the most scrutinised and high-stakes environments in fintech. If you want to be part of a team that takes customer trust seriously and holds itself to a high bar on judgment and consistency, this is the role for you.

About the Role As an Analyst/Senior Analyst – Process Excellence, you will investigate recurring customer issues, escalations, complaints, and operational spikes to identify the underlying causes—not just the symptoms. You will use structured root cause analysis, customer feedback, and contact analytics to turn findings into clearly owned actions and measurable process improvements. Working across Customer Support, Product, Operations, Tech, and Risk &

- Compliance, you will maintain a single view of customer pain points, improvement opportunities, and action-item status. The role calls for strong analytical thinking, attention to detail, and the ownership to follow recommendations through to closure. What You’ll Do 1.Daily: Root Cause Analysis Run RCA on new escalations, complaints, and TAT or volume spikes using structured methods such as 5 Whys, Fishbone, or Pareto.

Use output from existing Voice of Customer (VOC) and chat-analytics tooling to prioritise recurring themes for investigation, rather than manually reviewing transcripts.

Log each finding in a single tracker covering the root cause, recommended fix, owner, and status.2.Weekly: Trend Analysis and Process Improvement Consolidate ticket and contact trends into a repeat-contact and top-issue view.





Convert weekly RCA findings into process-improvement recommendations and inputs for SOP updates.

Follow up on cross-functional action items with Customer Support, Product, Operations, Tech, and Risk &

- Compliance; escalate overdue actions.3.Monthly: Reporting and Governance Present one consolidated insights report covering escalation trends, VOC themes, repeat-contact drivers, and the process-improvement pipeline.

Route compliance-adjacent findings to Risk &

- Compliance for review and sign-off.

Track product gaps contributing to customer contacts and hand them off to Product as structured enhancement requests. You’ll Excel in This Role If You Have 2–4 years of experience in Process Excellence, Business Analysis, Customer Experience, Quality, Operations Excellence, or Continuous Improvement.

Strong analytical and problem-solving abilities, with the ability to convert data into actionable recommendations.

Excellent Excel or Google Sheets skills; working knowledge of SQL is preferred.

In-depth knowledge of RCA frameworks such as 5 Whys, Fishbone, or Pareto, and the ability to turn findings into tracked, owned fixes.

Strong stakeholder management, with the ability to independently drive cross-functional action items to closure.

Excellent written and verbal communication, with high attention to detail.

Strong ownership mindset and a continuous-improvement approach. Preferred Experience in Customer Support or Contact Centre operations.

Familiarity with ticketing platforms such as Sprinklr, Zendesk, or Freshdesk.

Working knowledge of SQL or BI tools such as Power BI, Tableau, or Looker.

Experience in FinTech,



Crypto, BFSI, or high-growth technology companies. What you bring You look beyond the immediate complaint to understand what is driving it, whether that is a process gap, a product issue, repeat customer confusion, or an operational bottleneck. You are comfortable bringing structure to ambiguous problems, using data and customer feedback to prioritise the right fixes, and working with multiple teams to make sure actions do not stop at a recommendation.

You take ownership of the details, communicate findings clearly, and are motivated by improvements that reduce customer effort and prevent the same issue from recurring.

Hiring Process

Here’s what your journey with us looks like:

Application Review – We assess for skills, alignment, and intent Recruiter Connect – A short conversation to understand you better Functional Round(s) – Deep dive into your approach, craft, and problem-solving Culture &

- Values Discussion – A conversation to understand our ways of working and how you thrive best Where We Work We believe the best ideas emerge when people build together. Collaboration, speed and trust come alive when teams share the same space. With this belief, we operate as a work-from-office organisation. This role is based out of our Mumbai or Bangalore office, where energy, alignment and innovation move in real time.

Perks That Empower You

We believe great people deserve great experiences.

Design Your Own Perks: Flexible perks to match your lifestyle Unlimited Wellness Leaves: Rest and recharge as you need Mental Wellness Support: Access to therapy and wellness resources Learning Sessions: Bi-weekly learning and growth opportunities Ready to Build What’s Next? If you’re looking for a role that gives you direct access to high-stakes decisions, deep impact and a chance to build the future of finance, this is it. Join CoinDCX and help us make crypto accessible to every Indian, together.

📌 Analyst/Senior Analyst – Process Excellence (Mumbai)
🏢 Coindcx
📍 Mumbai