Manager - Escalations & Social Media

Job Summary

About This Role: The CoinDCX Customer Experience Team solves first-of-its-kind problems with autonomy and creativity. We are looking for an experienced professional who excels in managing complex escalations and resolves critical customer issues across escalation touch points. As a pivotal leader in our Customer Experience team, you will oversee the entire escalations ecosystem, including Grievances, Management, Customer, and Social Media escalations. By driving success through strategic crisis management, data-driven performance optimization, and dedicated team mentorship, you will ensure our customers receive prompt, fair, and brand-aligned resolutions while maintaining a customer-first mindset.

Responsibilities

• Team Leadership Performance Coaching: Lead, coach, and develop a team of ORM specialists, social media, and escalations customer service professionals, fostering a culture of excellence, curiosity, and continuous improvement.
• Lead and manage the entire Escalations team, which covers Grievance handling, customer escalated cases, Management/Founder escalations, and Social Media cases.
• Manage a team operating in a 24x7 environment, conduct frequent visits to the contact centre, and lead negotiations and relationship management with external vendor partners.
• Handle and oversee both the in-house and contact centre customer support teams dedicated to resolving these critical complaints, including monitoring workforce planning and rostering for optimal coverage.
• Monitor and drive adherence to defined TATs, SLAs, and Quality standards specifically for all grievance, founder, management, and customer escalation cases.
• Conduct calibration sessions to ensure response consistency and adherence to brand guidelines across high-stakes interactions.

Online Reputation Management Social Listening

• Monitor and manage customer feedback across social media platforms (Facebook, X, Instagram, LinkedIn, YouTube), review sites, forums, blogs, and app stores (Play Store, App Store).
• Leverage social listening platforms (e.g., Sprinklr, Brandwatch, Talkwalker, Meltwater) to proactively explore online conversations, identifying key trends, sentiment shifts, and actionable insights.
• Drive corrective actions with internal stakeholders to address root causes of customer dissatisfaction and eliminate recurring customer issues.

Escalation Crisis Management

• Take ownership of overall escalation management coming from diverse channels and queues, ensuring swift and effective resolution.
• Assume full responsibility for all performance metrics of the Escalations team.
• Focus strategically on reducing the overall escalation rate through proactive measures and root-cause resolution.
• Act as the primary point of contact for sensitive, high-priority, or legal social media escalations.
• Manage crisis communication during service disruptions, product issues, regulatory complaints, or reputational risks.
• Coordinate with Operations, Product, Technology, Fraud Risk, Compliance, and Leadership teams for swift resolution, and prepare incident reports and post-mortem analyses.

Analytics Reporting

• Analyze customer sentiment, engagement trends, complaint categories, and digital customer experience metrics.
• Generate daily, weekly, and monthly performance dashboards.
• Track KPIs such as: Response Time, Resolution Time, CSAT, Sentiment Score, Escalation Rate, Brand Mentions, Customer Engagement Metrics, SLA Adherence, and Quality Scores.
• Present insights and improvement recommendations to senior management.

Process Improvement Governance

• Improve the customer experience by working on building and continually updating the right performance and operational metrics.
• Build robust processes in collaboration with cross-functional teams and define/redefine Turnaround Times (TAT) for all types of escalations across all channels.
• Take ownership of social listening and engagement tools, managing vendor relationships and ensuring all responses comply with organizational policies and regulatory requirements.
• Support automation initiatives including chatbots, AI-assisted responses, and social listening tools, maintaining an accurate repository of response templates.

Requirements

• 6 to 8 years of experience in Customer Support Experience, Social Media Operations, ORM, Contact Center Operations, with a minimum of 3 to 4 years of people management experience.
• Good to have A genuine passion and strong knowledge of the crypto, VDA, and Web3.0 ecosystems.
• Prior exposure to BFSI or Fintech environments strongly preferred.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.