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AD/SM- Escalation Management Full Time NEW
AD/SM- Escalation Management
ID: 1263 | 5-8 yrs | Mumbai | careers
The CoinDCX journey: building tomorrow, today
At 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 Team
Our 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
Bachelor’s degree in Business, Communications, or a related field, or equivalent work experience.
5+ years of experience in customer service, operations, or escalation management, with at least 1-2 years in a leadership role.
Strong experience in creating and executing strategies that reduce escalations and improve customer outcomes.
Proven track record of using data and analytics to inform strategic decisions and drive continuous process improvements.
Strong understanding of social media platforms and their role in customer service escalation management.
Excellent communication, problem-solving, and conflict resolution skills, with the ability to influence at all levels of the organization.
Strong project management and process optimization skills, with a focus on driving operational efficiency.
Ability to manage multiple competing priorities in a fast-paced environment while maintaining high standards of customer service.
Experience in a customer experience (CX) or customer success environment.
Knowledge of CRM systems, escalation management software, and reporting tools.
Familiarity with agile methodologies or other iterative process improvement frameworks.
You will be mining through these tasks
Strategic Leadership: Develop, implement, and execute comprehensive strategies to reduce both social media and management escalations, focusing on proactive solutions and continuous improvement. Regularly assess performance and adjust strategies based on evolving customer needs and feedback.
Escalation Reduction and Prevention: Identify key drivers of escalations across all channels, including social media and management interactions. Develop action plans to prevent repeat issues and implement preventive measures that address root causes of escalation incidents before they escalate.
Defining and Managing Service Levels: Collaborate with leadership to define clear service level agreements (SLAs) for all escalations. Ensure that these SLAs are aligned with business goals and customer expectations, and rigorously track performance to ensure compliance. Identify and execute process changes to meet or exceed SLAs consistently.
Data-Driven Strategy Development: Leverage data analytics to identify trends, analyze escalation patterns, and understand customer pain points. Use these insights to drive strategy, prioritize initiatives, and enhance team efficiency. Build dashboards or reports to track progress and communicate results to stakeholders.
Cross-Functional Collaboration: Partner with key internal stakeholders (including Customer Service, Operations, Product, Marketing, and IT teams) to design and implement strategic solutions that reduce escalations across all touchpoints. Ensure seamless communication between departments to address escalation-related issues in real time.
Proactive Process Optimization: Evaluate existing escalation workflows, identify inefficiencies or gaps, and propose data-driven process improvements. Standardize escalation procedures to ensure consistency across all teams and improve response times, resolution times, and customer satisfaction.
Customer-Centric Approach: Champion a customer-first mindset within the team, ensuring escalations are managed with empathy, professionalism, and respect. Develop and promote best practices for handling sensitive or complex escalations that balance the needs of the customer with the interests of the business.
Performance Monitoring and Reporting: Establish and monitor KPIs related to escalations, including reduction in escalations, SLA compliance, customer satisfaction scores, and resolution times. Regularly report on the team’s performance, progress toward targets, and any strategic adjustments to leadership.
Training and Development: Design and implement targeted training programs to equip the Escalation Management Team with the skills, tools, and knowledge needed to manage escalations effectively. Foster an environment of continuous learning and ensure that team members are prepared for evolving customer expectations and escalation scenarios.
Stakeholder Communication and Escalation Ownership: Act as a point of contact for senior leadership regarding escalations, ensuring transparency, accountability, and alignment on priorities. Take ownership of high-profile escalations and ensure they are handled with urgency and care.
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 You
Our 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.
