Senior Manager - Process Excellence
- Coindcx
- 5 - 9 years
- Bengaluru
- 7 days ago
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Job Description
- The CoinDCX journey: building tomorrow, todayAt CoinDCX, we believe CHANGE STARTS TOGETHER
- You are the driving force that will help us make Web3 accessible to all
- In the last six years, we have skyrocketed from being India s first crypto unicorn to carrying a community of over 125 million with us
- To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies
- While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3
- Together, we will make the complex simple, the inaccessible accessible, and the impossible possible
- Boost your innovation to an ALL TIME HIGH with us!Inside CoinDCX s Customer Success TeamOur Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience
- We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance
- If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates
- You need to be a HODLer of these Bachelors degree in a relevant field such as business administration
- Proven experience as a consultant, preferably in the customer experience management space
- In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices
- Strong analytical skills with the ability to interpret complex data and derive actionable insights
- Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships
- Well versed with Programme management skills & shall be able to create process flows using new age tools Strong problem-solving abilities, with a focus on delivering innovative solutions to clients challenges
- Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines
- Flexibility and adaptability to thrive in a fast-paced, dynamic environment
- Knowledge of other social media management tools and platforms is a plus
- You will be mining through these tasks Collaborate with internal stakeholders to understand their business objectives and develop customized strategies to leverage the platform effectively
- Improve customer journey by reducing customer effort, number of interactions & works with CS head to being agent efficiency using the CRM workflows Responsible for driving process improvements within the guard rails of cost, quality, speed, reliability & experience Manage CX support teams namely Project management, Training & quality Will be responsible for usage of customer facing FAQ usage - Update the content & resolution to be managed Drive & implemented CRM platform integrations like Zendesk, Freshworks, Sprinklr etc Manage relationship with CRM partners like Zendesk, Freshworks, Sprinklr etc & is capable of managing changes with respect to workflows Conduct regular performance analysis and reporting to track the effectiveness of social media campaigns, identify areas for improvement, and make data-driven recommendations
- Train and educate clients on the effective use of the platform, empowering them to maximize its potential and achieve their business goals
- Stay up to date with the latest industry trends, best practices, and innovations in social media and customer experience management
- Collaborate with cross-functional teams, including sales, marketing, and technical experts, to deliver exceptional service and exceed client expectations
- Are you the one? Our missing block You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space
- The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape
- You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do
- You embrace a We over Me mindset, growing individually while fostering the growth of those around you
- Change is your catalyst, igniting your passion to build and innovate
- You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what s possible
- Perks That Empower YouOur 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
Job Classification
Industry: BankingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: CoindcxLocation(s): Bengaluru+ View Contact
Keyskills: Mining Business administration Interpersonal skills Manager Process Excellence Customer satisfaction Project management Social media Customer experience management Wellness CRM
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Coindcx
CoinDCX is Indias most valued Crypto Investment App. Our exchange is built with user experience and security in mind. We provide users single-point access to a diverse suite of crypto-based financial products and services that are backed by security processes and insurance.
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