Senior Manager - Process Excellence

Job Title: Senior Manager – Process Excellence

Company: CoinDCX

Location: Bengaluru, Karnataka, India (On-site)

Job Type: Full-time

About the Role

You will lead process improvement initiatives within CoinDCX’s Customer Success team, focusing on enhancing customer experience, agent efficiency, and CRM platform effectiveness. This role requires collaboration with multiple stakeholders, management of CX support teams, and driving innovative solutions in a fast-evolving Web3 environment.

Key Responsibilities

• Collaborate with internal teams to understand business goals and design customized CX strategies
• Optimize customer journeys by reducing friction and improving CRM workflows (Zendesk, Freshworks, Sprinklr)
• Manage CX support teams: project management, training, and quality assurance
• Drive CRM platform integrations and maintain strong relationships with CRM vendors
• Monitor and analyze social media and customer experience campaign performance, recommend improvements
• Train clients and internal users on platform usage to maximize impact
• Stay updated on industry trends and collaborate cross-functionally to deliver superior service

Requirements

• Bachelor’s degree in Business Administration or related field
• Proven experience as a consultant or leader in customer experience management
• In-depth knowledge of CRM platforms like Zendesk, Freshworks, Sprinklr, including integration and workflow optimization
• Strong analytical and problem-solving skills with the ability to deliver innovative solutions
• Excellent communication, interpersonal, and program management skills
• Ability to manage multiple projects independently in a dynamic environment
• Familiarity with social media management tools is a plus

Why Join

CoinDCX offers a vibrant work culture with flexible benefits tailored to individual needs, unlimited wellness leaves, mental health support, and continuous learning opportunities in a rapidly growing Web3 ecosystem.