Customer Experience Analyst
CoinSwitch lets users trade cryptocurrencies in India with spot, futures, and options markets, supporting INR and USDT, plus SIP, API, and OTC.
Funding history
About CoinSwitch
CoinSwitch is a crypto exchange for users in India. It offers spot, futures, and options trading with INR and USDT settlement. Users can set up systematic investment plans, use API access for automated trading, deposit crypto, and place large orders through OTC. Institutional services are available for professional needs.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will troubleshoot and resolve customer and partner queries through support portals, engaging with customers by phone, email, chat, and social media. You will process KYC, identify customer needs, coordinate issue resolution with cross-functional teams, analyze the customer base to minimize risks, conduct user outreach for market research and growth, and help improve products through customer feedback. You will also work with exchanges and other partners.
Requirements
- 1 to 2 years of experience in a customer satisfaction role
- Experience in voice and non-voice processes
- Understanding of basic customer service etiquette
- Willingness to work rotational shifts
- Ability to self-start, adapt, and continuously develop
- Ability to follow standardized processes and compliance requirements
- Strong English and Hindi communication skills
- Organizational, motivational, and time management skills
- Prior experience in fintech, stocks, or mutual funds is an advantage
Responsibilities
- Engage and interact with customers through calls, email, and chat
- Understand customer queries and identify customer needs
- Provide appropriate customer resolutions
- Process KYC
- Coordinate with cross-functional teams to resolve issues
- Handle real-time customer queries through chat, email, calls, and social media
- Analyze the existing customer base to minimize risks
- Define and drive product changes with the development engineering team
- Work with exchanges and other partners
- Reach out to users for market research and company growth
Benefits
- Up to 8 months of maternity leave
- 1 month of paternity leave
- Reimbursement of medical bills for gender reassignment surgery
- PS5, Foosball, and Carrom activities
- Disco nights, offsites, and gift boxes