Customer Relationship Executive

As a Customer Relationship Executive at KoinBX, you are the primary point of contact for users throughout their lifecycle, from sign-up and KYC verification to becoming active traders on the platform. You own the end-to-end user onboarding experience, conduct user interviews to uncover pain points and feature needs, and serve as the voice of the customer to internal product and leadership teams.

What you'll do

• Guide new users through the complete onboarding journey - account creation, KYC verification, first deposit, and first trade - ensuring a smooth, friction-free experience.
• Proactively identify and resolve onboarding drop-offs by reaching out to stalled users via calls, emails, or in-app messages.
• Maintain a structured onboarding playbook and continuously update it based on user feedback and product changes.
• Track and report onboarding completion rates, time-to-first-trade, and other funnel metrics weekly.
• Plan, schedule, and conduct structured user interviews (1-on-1 calls, surveys, feedback sessions) to deeply understand user pain points, motivations, and trading behaviour.
• Synthesize qualitative and quantitative user insights into actionable reports for the Product, Design, and Engineering teams.
• Build and maintain a user research repository - tagging insights by theme such as UX friction, feature requests, trust concerns, and pricing feedback.
• Recruit and manage a panel of power users and early adopters for ongoing beta testing and feedback loops.
• Design and execute lifecycle campaigns (welcome sequences, re-engagement, milestone celebrations) in coordination with the Marketing team.
• Segment the user base by activity level, trading volume, and engagement score to personalise outreach and retention strategies.
• Own NPS, CSAT, and user health score tracking; flag at-risk cohorts and implement targeted win-back initiatives.
• Drive referral program adoption and community engagement by nurturing relationships with high-value and high-influence users.
• Act as the "Voice of the Customer" - regularly present user insights, recurring complaints, and feature requests to the Product Manager, Design Lead, and senior leadership.
• Collaborate with the Customer Support team to escalate systemic issues and close the loop on user-reported bugs.
• Prepare weekly and monthly user sentiment reports with clear, data-backed recommendations for cross-functional stakeholders.
• Partner with Marketing on user testimonials, case studies, and community content by identifying and nurturing brand advocates.

What you bring

• 2-5 years of experience in Relationship Management, Customer Success, Account Management, or User Research, preferably in a fintech, crypto, or high-growth product company.
• Demonstrated experience in conducting user interviews, surveys, and qualitative research.
• Strong written and verbal communication skills in English; fluency in Hindi is required.
• Empathetic, patient, and user-first mindset - you genuinely enjoy helping people solve problems.
• Analytical thinking and comfort with data, funnels, and metrics such as onboarding rates, NPS, CSAT, and retention cohorts.
• Ability to thrive in a fast-paced, ambiguous startup environment with minimal hand-holding.

Nice to have

• Prior experience in the cryptocurrency, blockchain, or Web3 industry.
• Familiarity with CRM tools such as HubSpot, Freshdesk, or Intercom, and engagement platforms such as CleverTap or MoEngage.
• Background in UX research methodologies such as jobs-to-be-done, usability testing, and journey mapping.
• Experience with lifecycle marketing tools and campaign design.
• Familiarity with Indian regulatory context for crypto, including KYC/AML flows, FIU-IND compliance, and VDA taxation basics.
• Fluency in other regional Indian languages.
• Bachelor's degree in Business, Marketing, Communications, Psychology, or a related field.

What we offer

• Competitive salary with performance-based incentives.
• A front-row seat in one of India's fastest-growing crypto exchanges.
• Direct impact on user experience and product roadmap - your insights shape what we build.
• A collaborative, transparent, and low-ego team culture.

About KoinBX

KoinBX is one of India's fastest-growing crypto exchanges, building products for users to trade confidently on the platform.