Team Leader - Service Delivery

Job Title: Team Leader – Service Delivery

Company: CoinDCX

Location: Mumbai, Maharashtra, India (On-site)

Job Type: Full-time

About the Role

CoinDCX is hiring a Team Leader – Service Delivery to manage and mentor the customer success team, drive performance, improve service quality, and contribute to enhancing user satisfaction in a fast-paced Web3 environment.

Key Responsibilities

• Lead a team of internal and external customer support experts
• Set performance goals, monitor KPIs, and conduct one-on-ones for team growth
• Ensure service quality via ticket/chat audits and performance reviews
• Develop and implement training, coaching, and quality assurance processes
• Handle conflict resolution and foster a collaborative, goal-oriented culture
• Generate and analyze reports on CSAT, response/resolution times, etc.
• Recommend and implement operational improvements based on insights

Requirements

• 5+ years of experience in customer service; 2+ years in a team lead/supervisory role
• Proficient in MS Excel and performance tracking tools
• Strong leadership, communication, and decision-making skills
• Exposure to performance metrics, quality audits, and reporting
• Bonus: Degree in management or formal leadership training

Why Join

Be part of India’s top crypto platform, help shape Web3 customer experiences, and access customizable benefits, mental wellness support, and unlimited wellness leave.