Customer Support Executive

Bengaluru, Full time

Who We are and our Vision

CoinSwitch is the fastest growing Fin-tech company in India with a user base of 9M+, in just 14 months and growing every second. Currently we make buying and selling crypto as simple as online shopping - but at CoinSwitch we are not only building a unique product, we are defining an industry.  Everyday we work on industry first problems with the resolve to bring out the best and most simple solutions for our users. Majority of these users are investing for the first time in their lives - not just in crypto but in any asset class. Their trust is what humbles us and drives us to do better. As we go on, we would not only double down on making crypto accessible for everyone, but we’ll also grow with our users and be a one stop shop for all their investment needs. So if you are someone who thrives on problem solving, takes ownership, bleeds for your users and is excited about the mission of ‘Making money equal for all’ ; we are waiting for you! 


Some interesting stats about us:

1. Monthly Active Users - 4 Million + 
2. Monthly Gross Merchandise Value of USD 1 Billion+ in trades
3. 60% users are from Tier 2 and Tier 3 cities - we are building for complete India
6. An average of 10+ experiments live at any point
7. 13.5 min is the average engagement time of a user/day 

Our Values 
  • Customer First Approach
  • We take ownership
  • Disagree & commit
  • Everyday is DAY 1
  • Think Big & Fail Fast
  • Data-driven decision making
 
About The Role
This role requires the member to assist with troubleshooting and resolving all the queries that we receive from our customers and partners over our support portals. Apart from that you would be given additional responsibilities to reach out to our users with respect to the Indian target audience over calls  to help with market research and growth of the company.
 
What You Will Do
  • You should be able to demonstrate an ability to effectively engage and interact with customers on calls/email/chat.
  • You understand the customer's query and identify the customer's needs and give the best resolution to the customer.
  • You will be responsible for KYC processing.
  • Coordinate with cross-functional teams to resolve any issues.
  • Handle Real-time queries of the customers across the globe.
  • Provide an analysis of our existing customer base to avoid and minimize risks in the field.
  • Define and drive changes to our product with the development engineering team, given feedback from customers and field implementations.
  • Work closely with our exchange and other partners.
 
What You Should Have
  • 2+  years of experience working in a customer satisfaction role.
  • Prior experience in voice and non-voice process and understanding of basic etiquettes for customer happiness.
  • Willing to work in rotational shifts.
  • Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
  • You can manage and prioritize several different projects.
  • Prior experience in the crypto domain will be an added advantage.
 
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