Senior Manager/Manager - Escalation Management
CoinDCX · Mumbai · onsite · Posted 55d ago
Not disclosed12–16 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Key Deliverables
- Develop and execute strategies to reduce escalations and improve CX across social and direct channels
- Define, monitor, and manage escalation SLAs and performance KPIs
- Lead data-driven initiatives to improve workflows and resolve customer pain points
- Build training programs to enhance team capability in managing escalations
Role Responsibilities
- Champion a customer-first mindset to manage sensitive escalations with empathy
- Collaborate cross-functionally with Product, Ops, and IT to address root causes
- Optimize processes for improved resolution and response times
- Own high-profile escalations, ensuring accountability and transparency with leadership
Sourced from foundit
Skills
crmContinuous improvementprocess optimizationSocial MediaProject Management
About CoinDCX
CoinDCX
Emerging Technologies
508
employees
2017
9 years old
Mumbai,Maharashtra
India
About
At CoinDCX, we’ve grown from a small group of passionate individuals in 2018 to a thriving organisation of 600+ team members, making us India’s most valued Crypto Investment App.
Industries
Emerging TechnologiesInternet
Employee ratings
161 reviews
3.9/ 5
Culture
3.8
Career growth
3.5
Work-life
3.9
Employees rate it well for
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