Team Lead: Customer Support

Bengaluru, Full time

Who We are and our Vision

CoinSwitch is the fastest growing Fintech company in India with a user base of 12M+, in just 16 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. 4 million + Monthly active users
2. Monthly GMV of USD 1 Billion+ in trades
4. 60% users are from T2 and T3 cities - we are building for complete India
5. An average of 10+ experiments live at any point
6. 13.5 min is the avg 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

    What You Will Do

  • Conduct regular scheduled team briefs (Pre + Post shifts)
  • Ensure feedback is given to Agents with regards to their performance
  • Update, track and record performance of team members
  • Ensure continuous improvement to customer experiences by investigating and addressing root causes
  • Ensure real time monitoring of dashboards to avoid any delay and manages the TAT, SLAs and accuracy as defined
  • Lead by example in driving the culture of customer centricity
  • Coach the team in order to ensure the quality of key deliverables meet the appropriate standard

What You Should Have
  • A self starter attitude
  • Experience managing a team of 15+ members
  • Ability to work in a dynamic and challenging environment
Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.
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