Summary

Team:

As a Customer Support Supervisor, you will lead a team of highly motivated customer support professionals whose performance is critical to Coinbase achieving its mission. Using your customer support, operations and team management skills you will play a crucial role ensuring we deliver an outstanding customer experience globally.

What you’ll be doing (ie. job duties):

1. Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
2. Act as a trusted point of contact for escalations and high priority issues related to your scope.
3. Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
4. Provide leadership mentorship based on industry best methodologies and performance management.
5. Focus on team growth and enablement through mentorship, career development and employee engagement.
6. Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
7. Utilize an in-depth understanding of metrics to drive data-driven business decisions.
8. Continuously add value through effective project management, dedicated prioritization and efficient execution.
9. Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

What we look for in you (i.e. job requirements):

1. Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
2. Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
3. Minimum of 3 years of people management experience in an operations environment.
4. Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
5. Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
6. Subject matter expertise and interest in the crypto ecosystem. 
7. Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
8. Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day
9. Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
10. Willing to work from an office at Manila, Philippines

Nice to haves:

1. Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
2. Advanced experience in project management, analytics or quality assurance.
3. Advanced degree in business, finance, customer experience and/or blockchain.
4. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Skills

• Communications Skills
• Leadership
• Team Collaboration
• Team Training and Development