Customer Success Expert

About the job

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 The Role This isn’t a typical Customer Support Expert role. You will be the first point of contact for thousands of users stepping into the world of crypto investing. You’ll help customers navigate complex queries with clarity, empathy, and precision, ensuring their experience with CoinDCX is smooth, secure, and trustworthy. In this role, you’ll contribute directly to building user confidence in one of India’s fastest-growing industries. What You’ll Do • Deliver prompt, accurate, and high-quality responses to customer queries across email, chat, and phone. • Assist users with account setup, deposits, withdrawals, and trading-related questions. • Troubleshoot issues and coordinate with cross-functional teams to ensure fast and effective resolutions. • Maintain exceptional professionalism, empathy, and user-first communication standards. • Stay updated on platform features, security practices, and industry developments to provide accurate information. • Identify recurring issues and contribute to improving internal processes, documentation, and user education. • Ensure timely escalation of complex or sensitive queries to the appropriate teams. You’ll Excel in This Role If You • Communicate with clarity, empathy, and high customer-centricity. • Can multitask efficiently in a fast-paced environment. • Bring strong analytical, listening, and problem-solving abilities. • Stay calm and composed during high-volume or time-sensitive situations. • Are familiar with CRM tools (Sprinklr preferred). • Have prior experience in trading support or hands-on trading (bonus). • Are eager to learn and stay updated on crypto and emerging technologies. You’ll Know You’re Winning When • Customer satisfaction scores (CSAT) improve consistently through your interactions. • Response and resolution times for your tickets meet or exceed team benchmarks. • You demonstrate strong functional knowledge of the platform and crypto basics. • You handle complex queries independently with accuracy and ownership. • You contribute valuable insights that lead to process or product improvements. Why This Role Matters & What’s In It For You As a Customer Support Expert, you are the voice of CoinDCX for thousands of users. Your work will directly influence trust, adoption, and long-term user loyalty. You’ll develop deep expertise in crypto operations, customer experience, and risk-sensitive support workflows, skills that are rare and highly valued in the industry. 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 • Assignment / Simulation Round – A take-home task or live problem-solving exercise to understand how you think and execute in real scenarios • Culture & Values Discussion – A conversation to understand our ways of working and how you thrive best • Founder Conversation (Optional) – For certain roles and senior levels, you may meet our founders to explore strategic alignment and long-term fit 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 office, where energy, alignment and innovation move in real time. Perks That Empower You We believe great people deserve great experiences. • Design Your Own Benefits: 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.

Requirements

• Customer Support
• Communication
• Analytical Skills
• Problem Solving
• Crypto Knowledge

Preferred Technologies

• Customer Support
• Communication
• Analytical Skills
• Problem Solving
• Crypto Knowledge

Benefits

• Flexible perks
• Unlimited Wellness Leaves
• Mental Wellness Support
• Learning Sessions

About the company

A well-recognized leader in the cryptocurrency industry, known for making crypto and blockchain accessible to every Indian and reshaping the financial ecosystem.