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.

Key Responsibilities

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 objectivesPerformance 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 interventionsOperational 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 adherenceData 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 accountableYou'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

What Success Looks Like

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 stakeholdersWhy This Role Matters & What's In It For YouCustomer 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 locationsGood 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 & Compensation

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.