Supervisor, Customer Success Team-1

Coinbase Careers Page • Charlotte, NC

90d

About The Position

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. As a Supervisor for the Concierge on the Customer Success Team, you will lead a specialized team of customer focused Concierge Agents 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.

Requirements

• FINRA License series 7 and 63
• FINRA License 24 OR 9 AND 10
• 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.

Nice To Haves

• FINRA License Series 3, 4, 65, or 66.
• High level of proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management or client experience.

Responsibilities

• 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees