Executive - Customer Success (Defi)

Role: Executive - Customer Success (DeFi)

Location: Mumbai

Company: CoinDCX

What You’ll Do:

• Respond promptly and accurately to customer queries via chat, phone, and tickets about accounts, trading, and technical issues.
• Assist customers with platform navigation, including account setup, deposits, withdrawals, and trading features.
• Troubleshoot problems and escalate complex issues appropriately.
• Provide empathetic, professional customer service aiming to exceed expectations.
• Stay updated on crypto industry trends and platform features to provide accurate info.
• Work with Compliance, Operations, and Development teams to enhance customer experience and act on feedback.
• Help improve support processes and documentation for better efficiency.
• Manage high ticket volumes and stressful situations calmly.

What You Need:

• Strong interpersonal and communication skills in English and Hindi.
• Familiarity with CRM tools (Sprinklr preferred).
• Ability to multitask efficiently.
• Prior customer support experience in trading firms or hands-on trading experience preferred.
• Good analytical and problem-solving skills.
• Strong knowledge of blockchain technology and genuine interest in DeFi and Web3.
• Experience working in crypto, Web3, or trading firms is a plus.
• Education: High School Diploma minimum; College degree preferred.
• Open to working in rotational shifts.

Ideal Traits:

• Curious and eager to learn about VDA and Web3.
• Ownership mindset with a drive for excellence and impact.
• Collaborative attitude with a ‘We over Me’ mentality.
• Passionate about innovation and thinking outside the box.