Manager - Customer Happiness (remote) Job in Wazirx

Manager - Customer Happiness

What is WazirX

WazirX is India's most trusted Bitcoin & cryptocurrency exchange built by a team of hardcore traders and passionate blockchain enthusiasts. The world is on the cusp of the crypto revolution and our team has been at the forefront of it in India. We're on a mission to make crypto accessible for all and build an exchange that is guided by values of innovation, transparency, and trust.

At WazirX, we are starting and leading a movement - a movement that is shaping the future of the Indian financial system. Everybody who joins us gets to shape what the financial system could look like in 10-20 years.

With a volume of more than $43 billion in 2021, and growing at an exponential pace, WazirX is witnessing a steep rise in the number of new users as well as trading activity. With 10 million+ registered users, WazirX s growth has just about started.

What is in it for you

You will have the opportunity to work in a hyper-growth community of young, vibrant, and enthusiastic minds who passionately own and love what they do. You will have complete freedom to chase down your goals without inhibitions and have a front-seat view of the crypto revolution as we make our way to the pages of history.

What will you do

• Own our customer experience journey across all inbound channels and social media platforms
• Implement insights and product improvements to continuously improve customer experience.
• Participate in the product planning process to ensure that features requested by customers are prioritized and implemented
• Adopt a data driven approach to manage and iteratively improve customer experience
• Recruit, train and build a world class customer happiness team
• Establish metrics to measure team performance and coach team members to achieve/exceed performance parameters

What we are looking for

• 8 to 12 years of experience in customer service with team management skills
• Experience in defining metrics and building processes to ensure adherence
• Ability to drive and motivate team members to strive for excellence
• Empathetic with a customer-oriented attitude while following a data driven approach to customer service
• Pro processes and tools for customer support management.
• Excellent written and verbal communication skills.