About the job
About CoinDCX
At CoinDCX, we are on a mission to lead the change towards a decentralised world, and we believe our employees are at the heart of it.
Our journey over the past five years has been exhilarating as we have made significant strides – from becoming a unicorn to being a compliant exchange, onboarding over 15 million users, to launching an innovative self-custodial DeFi app called Okto. We are backed by investors such as Pantera, B Capital Group, Bain Capital Ventures, and Coinbase Ventures, among others.
Building on this momentum, our focus now is on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies.
Join us at CoinDCX, where CHANGE STARTS TOGETHER, and be part of an exciting journey to shape the future of the Web3 space. We offer a dynamic and inclusive work environment, ample opportunities for professional growth, and the chance to make a meaningful impact in the crypto and Web3 ecosystem.
The Web 3 space is still new and we’re just getting started!
Inside CoinDCX’s Customer Experience Team
Our Customer Experience team is an awesome group of collaborators, who love to solve first of its kind problems with a lot of autonomy, creativity and fun.
They are a bunch of upbeat, enthusiastic, and hardworking individuals giving our investors the best consumer experience. We work closely with the product developers driving strategic growth for the CoinDCX customers.
At CoinDCX you not only will be the skill of the future but also you will get to work and learn from the best while building the future of Web3.
Coin your trust in us as we create magic together!
Who you are:
You’re passionate about everything VDA and Web3.0
You take ownership and have a thirst for excellence with an impact driven and result oriented mindset.
You grow while helping others grow with you
You thrive on change, have attention to detail and passion for quality
You love exploring new ideas to build something useful and are always curious to learn
What you’ll do:
As a Senior Manager of Training and Quality, your primary responsibility will be to ensure the success and satisfaction of our customers. You will play a crucial role in developing and implementing training programs and quality assurance initiatives to enhance the knowledge, skills, and performance of our customer success team.
Training Program Development :
Creating & developing LMS for CS team – Gamification & Self learning module creation
Convert Trainer lead modules to Self learning modules
Design and develop comprehensive training programs specifically tailored to the needs of the customer success team.
Identify training needs by collaborating with customer success managers and conducting thorough assessments of knowledge gaps and skill deficiencies.
Develop training materials, including presentations, manuals, online courses, and interactive modules, ensuring they align with the latest industry trends and best practices in customer success.
Implement training evaluation methods to measure the effectiveness and impact of training programs and make necessary adjustments based on feedback.
Training Delivery and Facilitation:
Conduct engaging and informative training sessions for customer success team members, utilizing a variety of instructional techniques and technologies to maximize learning outcomes.
Coordinate and schedule training sessions, ensuring all team members receive the required training within designated timeframes.
Collaborate with subject matter experts to deliver specialized training sessions such as business specific training, new joiner training, customer relationship management, and effective communication with clients.
Provide ongoing coaching and support to customer success team members, assisting them in their professional development and continuous learning.
Quality Assurance:
Develop and implement quality assurance frameworks and processes to monitor and evaluate the performance of customer success operations and adherence to service standards.
Establish quality metrics and key performance indicators (KPIs) to assess customer success team performance, customer satisfaction, and compliance with regulatory requirements.
Conduct regular audits and assessments to identify areas for improvement and risks that may impact customer success outcomes.
Develop corrective action plans and provide recommendations to enhance operational efficiency, improve customer satisfaction, and ensure compliance with regulatory requirements.
Regulatory Compliance:
Collaborate with legal and compliance teams to develop and implement policies and procedures that align with regulatory requirements for customer success activities.
Conduct training sessions on regulatory compliance topics and provide guidance to customer success team members regarding compliance obligations.
Team Leadership and Collaboration:
Lead a team of training and quality professionals within the customer success department, providing guidance, coaching, and performance feedback.
Foster a culture of continuous improvement, teamwork, and knowledge sharing within the training and quality department, specifically focused on customer success.
Collaborate with cross-functional teams, including customer support, operations, risk management, compliance, and technology, to ensure seamless integration of training and quality initiatives into the organization’s overall customer success strategy.
What you’ll bring:
Proven experience (7-10 years) in training and quality management roles within the financial industry, preferably with a focus on customer success or client services.
Working knowledge of the VDA space and blockchain technology.
Familiarity with customer relationship management (CRM) systems and customer success tools.
Experience in designing and delivering training programs using various methodologies (e.g., classroom, online, blended learning) for customer success teams.
Strong analytical and problem-solving abilities, with a keen attention to detail.
Effective communication and presentation skills, with the ability to convey complex concepts to diverse audiences.
Proficiency in using training and quality management software tools.
Demonstrated ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
Excellent leadership, team management skills and stakeholder management skills
Must be self-motivator and self-starter
Must be proficient with Microsoft Office (intermediate Word, basic Excel) and data analytics
What’s in it for you:
Unlimited Wellness Leaves
Personalised Mental Wellness & Caregiving sessions by Experts
Recharge and Rejuvenate through team outings
DYOB – Design your Own Benefit
Linkedin Learning
To apply for this job please visit careers.coindcx.com.