Supervisor, Customer Success Team (seattle, WA)

Coinbase Customer Success Team Supervisor

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Supervisor for the Customer Success Team, you will lead a specialized team of customer focused support analysts who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.

Job Duties:

• Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics. Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.

Job Requirements:

• This role requires periodic onsite work in either our Seattle or San Francisco office. Successful candidates are to be based within a reasonable commuting distance to one of these locations and willing to fulfill these requirements.
• Experienced and passionate people leader with a proven track record of guiding and developing teams.
• Motivated by Coinbase's mission and creating a seamless experience for our highest value individual and enterprise clients.
• Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto.
• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience

Position ID: P69089

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)). Pay Range: $113,300—$113,300 USD

Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.