Customer Success Executive

Mudrex Inc.; Bengaluru; On-site; INR 400,000 - 800,000; Full time

Job summary

Mudrex is seeking a Customer Success professional to own end-to-end interactions across chat, email, calls, and social, ensuring smooth onboarding and issue resolution for users of our crypto platform.

You will collaborate with Product, Risk, Compliance, and Tech, drive improvements, and meet KPIs while working in a rotational shift that includes weekends and some nights.

Qualifications

• 2-3 years in Customer Support, Customer Success, or Operations.
• Strong written and verbal communication in English and Hindi.
• Basic understanding of how trading and futures work.
• Confidence handling calls and difficult conversations.
• Sharp problem-solving and attention to detail.
• Comfort working rotational shifts including weekends and occasional nights.

Responsibilities

• Resolve customer queries across chat, email, calls, and social channels.
• Own escalations end-to-end and drive them to resolution.
• Educate users on Mudrex products, trading, and platform policies.
• Partner with Product, Risk, Compliance, and Tech to fix root causes, not just close tickets.
• Surface recurring issues and propose process improvements.
• Become a subject matter expert on Mudrex products and crypto fundamentals.
• Consistently meet defined KPIs and quality benchmarks across all customer interactions.

Skills

Customer support

Communication

English

Hindi

Trading knowledge

Job description

About Mudrex Mudrex is one of India's leading crypto investment platforms, backed by Y Combinator and Nexus Venture Partners. We help users invest in digital assets through products built around simplicity, security, and trust.

The role of Customer Success at Mudrex Success at Mudrex is the front line of customer trust. You'll own end-to-end interactions across chat, email, calls, and social, and stay accountable from first response to final resolution. Whether it's a product question or an escalation on user funds, the ticket is yours to solve. Suited for someone who thinks on their feet, writes well, and treats every ticket as a chance to build the brand.

What you'll do

• Resolve customer queries across chat, email, calls, and social channels
• Own escalations end-to-end and drive them to resolution
• Educate users on Mudrex products, trading, and platform policies
• Partner with Product, Risk, Compliance, and Tech to fix root causes, not just close tickets
• Surface recurring issues and propose process improvements
• Become a subject matter expert on Mudrex products and crypto fundamentals
• Consistently meet defined KPIs and quality benchmarks across all customer interactions

You should have

• 2-3 years in Customer Support, Customer Success, or Operations
• Strong written and verbal communication in English and Hindi
• Basic understanding of how trading and futures work
• Confidence handling calls and difficult conversations
• Sharp problem-solving and attention to detail
• Comfort working rotational shifts including weekends and occasional nights

Added Advantage

Experience in fintech, crypto/Web3, trading platforms, or wealth management.

Bengaluru · On-site · Full-time · Rotational shifts (24x7 ops)