Mudrex is a Y Combinator-backed platform on a mission to democratize investing, with the primary goal of making crypto investing easy and accessible to everyone. Our flagship product, Coin Sets, which focuses on simplifying investing, is loved universally. We are growing rapidly- today, the Mudrex family is 1 million strong and counting. And to sustain and support this rapid growth, we are looking to grow our team. The folks at Mudrex are young and driven to a single purpose - to build a strong self-serving platform that simplifies investing in cryptocurrency.
The Customer Success Executive at Mudrex plays a crucial role in building and maintaining the trust our customers have in our product. They ensure their customers’ success and provide excellent customer service by leading with empathy and transparency. This position will focus on the following:
Improving service metrics,
Increasing retention rates,
Growing assets under management (AUM), and
Reducing churn
The ideal candidate will demonstrate skills of a relationship manager and have relevant customer service experience. This with a strategic mindset to drive customer satisfaction and achieve business objectives should surely help them succeed in their role.
Responsibilities:
Develop customer relationships and strategies that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
Respond to customer queries in a timely and accurate way, via chat, email, call and Social media channels.
Identify customer needs and ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
Monitor key performance indicators (KPIs) related to customer success and take proactive measures to meet or exceed targets.
Act as an advocate for customers within the organization, ensuring their voice is heard and their needs are met.
Collaborate with internal teams to resolve customer escalations and ensure timely issue resolution.
Identify opportunities to upsell or cross-sell additional products or services to increase AUM.
Proactively engage with customers to understand their satisfaction levels and identify potential churn risks.
Develop and implement strategies to improve service quality, responsiveness, and efficiency.
Develop and nurture strong relationships with key customers, serving as their primary point of contact.
Understand customer goals, objectives, and challenges to proactively address their needs.
Requirements:
Proven experience in customer relationship management and customer service roles.
Strong understanding of the financial services industry and investment products (e.g., mutual funds, wealth management).
Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
Comfortable working in shifts.
Can speak Hindi and English fluently.