[Remote] Supervisor, Customer Success Team

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Note: The job is a remote job and is open to candidates in USA. Coinbase is on a mission to increase economic freedom in the world, and they are seeking a Supervisor for the Customer Success Team. This role involves leading a team of Concierge Agents to manage high-value customer relationships and ensure an outstanding customer experience globally.


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.

Skills

  • 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.
  • 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.

Benefits

  • Target bonus
  • Target equity
  • Benefits (including medical, dental, vision and 401(k))

Company Overview

  • Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.coinbase.com.

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