Manager - Customer Support Vendor Ops

The CoinDCX Journey: Building the Future of Finance

At CoinDCX, our mission is clear — to make crypto and blockchain accessible to every Indian and enable them to participate in the future of finance. As India's first crypto unicorn valued at $2.45B, we are reshaping the financial ecosystem by building safe, transparent, and scalable products that power adoption at scale.

We believe that change starts together. It begins with bold ideas, relentless execution, and people who want to build what's next. If you're driven by purpose and thrive in environments where your work defines the next chapter of an industry, you'll feel right at home here.

About The Role

This isn't a typical operations role.

You will own end-to-end management of all external contact centre partners supporting CoinDCX's service delivery operations. This is a high-impact role that sits at the intersection of operational excellence, stakeholder management, and data-driven decision-making — directly influencing how millions of Indian customers experience crypto. You'll drive performance, governance, and continuous improvement across vendors, making this one of the most visible and consequential roles in our Customer Experience function.

What You'll Do

Contact Centre Partner Management & Governance

Own and manage all external CS partners across Chat, Ticketing, and Calling functions
Act as the single point of accountability for partner performance, SLAs, and deliverables
Drive weekly and monthly governance reviews and performance audits
Ensure alignment on goals, SOPs, and process adherence across all partners
Manage capacity planning, staffing models, and shrinkage controls with vendors
Conduct regular on-site visits to partner locations to ensure operational alignment
Lead commercial negotiations with partners on SLAs and performance commitments in line with business objectives

Performance Management & Metrics Ownership

Own and drive all key CX metrics including FRT, FuRT (Agent & CX Lens), CSAT, Escalation %, and Quality & Compliance metrics
Identify performance gaps and drive corrective action plans with partners
Build real-time dashboards and tracking mechanisms for performance visibility
Ensure consistent metric improvement through structured, data-backed interventions

Operational Excellence & Continuous Improvement

Identify process gaps across partner operations and drive optimization initiatives
Standardize workflows, SOPs, and escalation handling across all partners
Lead initiatives to reduce customer friction, improve resolution time, and increase containment
Work closely with internal teams to streamline dependency-driven tickets

Quality, Training & Coaching

Partner with QA and Training teams to improve agent quality scores and customer experience
Identify top drivers of DSAT and escalations, and drive targeted training and refresher programs across vendors
Ensure consistent knowledge management and process adherence

Data Analysis & Insights

Perform deep-dive analysis on volume trends, DSAT drivers, escalation patterns, and vendor-wise performance gaps
Translate insights into actionable strategies and measurable outcomes
Drive root cause analysis (RCA) and implement long-term structural fixes

Stakeholder Management

Collaborate closely with internal CX teams (Ops, QA, Training, Strategy) and Product & Tech for issue resolution
Act as a bridge between business expectations and partner delivery, ensuring both sides are aligned and accountable

You'll Excel in This Role If You

Think in first principles and act like an owner — you don't wait for problems to escalate, you build systems to prevent them
Are obsessed with metrics and use data to drive every decision, not instinct alone
Thrive under pressure and can bring structure and clarity to chaotic, fast-moving environments
Communicate with precision and empathy — equally effective with vendor partners, internal leadership, and frontline teams
Have a strong bias for action and a track record of making things happen, not just planning them
Can balance the big picture (strategy, governance) with ground-level execution (ops reviews, on-site visits)
Are comfortable with periodic travel for partner audits and governance reviews

You'll Know You're Winning When

Key Success Metrics for the First 6 Months

All external partners are operating within defined SLA thresholds with zero governance gaps
CSAT scores show a measurable upward trend with DSAT root causes identified and addressed
Real-time performance dashboards are live and used actively across the ops and leadership team
Escalation % is trending down, driven by structured interventions and quality improvements
You've built strong, trust-based relationships with both vendor leadership and internal CX stakeholders

Why This Role Matters & What's In It For You

Customer Support Operations is the backbone of trust at CoinDCX. In a high-stakes, regulated, and fast-moving industry like crypto, how we handle customer experience directly impacts platform credibility and user retention. This role gives you direct ownership of a function that touches millions of customers — with visibility into leadership decisions, product feedback loops, and strategic operations. You'll gain rare exposure to scaling support operations in a fintech environment at unicorn velocity.

What You'll Need

6–7 years of experience in Customer Support & Service Delivery
Minimum 3–4 years of experience managing external vendors or BPOs
Strong understanding of CX metrics and operational levers
Proven ability to drive performance improvement across teams and vendors
Strong analytical skills with hands-on experience in Excel, Google Sheets, or dashboards
Experience with CRMs like Sprinklr, Freshdesk, or similar platforms
Excellent stakeholder management and communication skills
Ability to operate in high-pressure, fast-paced environments with comfort in periodic travel to partner locations

Good to Have

Experience in fintech, crypto, or high-growth startups
Knowledge of automation, workflows, and bot-driven support models
Exposure to tools like SQL, Power BI, or data visualization platforms

Hiring Process

Here's what your journey with us looks like:

Application Review – We assess for skills, operational depth, and intent
Recruiter Connect – A short conversation to understand you better
Functional Round(s) – Deep dive into your approach to vendor management, metrics, and ops problem-solving[1-3 rounds]
Assignment / Simulation Round – A take-home or live exercise to see how you think through real CX scenarios[Optional]
Culture & Values Discussion – A conversation about our ways of working and how you thrive best

Where We Work

We believe the best ideas emerge when people build together. Collaboration, speed, and trust come alive when teams share the same space. With this belief, we operate as a work-from-office organisation. This role is based out of our Mumbai office, with periodic travel to partner and vendor locations.

Perks That Empower You

We believe great people deserve great experiences.

Design Your Own Benefits: Flexible perks to match your lifestyle
Unlimited Wellness Leaves: Rest and recharge as you need
Mental Wellness Support: Access to therapy and wellness resources
Learning Sessions: Bi-weekly learning and growth opportunities

Ready to Build What's Next?

If you're looking for a role that gives you direct ownership of a critical function, access to high-stakes decisions, and a chance to shape the future of finance in India — this is it.

Join CoinDCX and help us make crypto accessible to every Indian, together.