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 safe, 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 This Role:

The CoinDCX Customer Experience Team solves first-of-its-kind problems with
autonomy and creativity. We are looking for an experienced professional who
excels in managing complex escalations and resolves critical customer issues
across escalation touch points. As a pivotal leader in our Customer Experience
team, you will oversee the entire escalations ecosystem, including Grievances,
Management, Customer, and Social Media escalations. By driving success through
strategic crisis management, data-driven performance optimization, and
dedicated team mentorship, you will ensure our customers receive prompt, fair,
and brand-aligned resolutions while maintaining a customer-first

mindset.

You’ll Excel in This Role If You:

* 6 to 8 years of experience in Customer Support Experience, Social Media
Operations,ORM, Contact
* Center Operations, with a minimum of 3 to 4 years of people management
experience.Valuable to have

* A genuine passion and strong knowledge of the crypto, VDA, and Web3.0
ecosystems.
* Prior exposure to BFSI or Fintech environments strongly preferred.

What You’ll Do:

Team Leadership & Performance Coaching

* Lead, coach, and develop a team of ORM specialists, social media, and
escalations customer service professionals, fostering a culture of excellence,
curiosity, and continuous improvement.
* Lead and manage the entire Escalations team, which covers Grievance
handling, customer escalated cases, Management/Founder escalations, and Social
Media cases.
* Manage a team operating in a 24x7 environment, conduct frequent visits to
the contact centre, and lead negotiations and relationship management with
external vendor partners.
* Handle and oversee both the in-house and contact centre customer support
teams dedicated to resolving these critical complaints, including monitoring




workforce planning and rostering for optimal coverage.
* Monitor and drive adherence to defined TATs, SLAs, and Quality standards
specifically for all grievance, founder, management, and customer escalation
cases.
* Conduct calibration sessions to ensure response consistency and adherence
to brand guidelines across high-stakes interactions.Online Reputation
Management & Social Listening

* Monitor and manage customer feedback across social media platforms
(Facebook, X, Instagram, LinkedIn, YouTube), review sites, forums, blogs, and
app stores (Play Store, App Store).
* Leverage social listening platforms (e.g., Sprinklr, Brandwatch,
Talkwalker, Meltwater) to proactively explore online conversations, identifying
key trends, sentiment shifts, and actionable insights.
* Drive corrective actions with internal stakeholders to address root causes
of customer dissatisfaction and eliminate recurring customer issues.Escalation
& Crisis Management

* Take ownership of overall escalation management coming from diverse
channels and queues, ensuring swift and effective resolution.
* Assume full responsibility for all performance metrics of the Escalations
team.
* Focus strategically on reducing the overall escalation rate through
proactive measures and root-cause resolution.
* Act as the primary point of contact for sensitive, high-priority, or legal
social media escalations.
* Manage crisis communication during service disruptions, product issues,
regulatory complaints, or reputational risks.
* Coordinate with Operations, Product, Technology, Fraud Risk, Compliance,
and Leadership teams for swift resolution, and prepare incident reports and
post-mortem analyses.Analytics & Reporting

* Analyze customer sentiment, engagement trends, complaint categories, and
digital customer experience metrics.
* Generate daily, weekly, and monthly performance dashboards.
* Track KPIs such as: Response Time, Resolution Time, CSAT, Sentiment Score,
Escalation Rate, Brand Mentions, Customer Engagement Metrics, SLA Adherence,
and Quality Scores.




* Present insights and improvement recommendations to senior management.
Process Improvement & Governance

* Improve the customer experience by working on building and continually
updating the right performance and operational metrics.
* Build robust processes in collaboration with cross-functional teams and
define/redefine Turnaround Times (TAT) for all types of escalations across all
channels.
* Take ownership of social listening and engagement tools, managing vendor
relationships and ensuring all responses comply with organizational policies
and regulatory requirements.
* Support automation initiatives including chatbots, AI-assisted responses,
and social listening tools, maintaining an accurate repository of response
templates.

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

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 prioritize 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.

You Ready To Build Whats 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.

📌 Manager - Escalations & Social Media (Mumbai)
🏢 Coindcx
📍 Mumbai