Director of Global Consumer Support Operations - Remote

Overview

The Director of Global Consumer Support Operations at Coinbase is responsible for leading a team of customer support professionals to provide a world-class experience for retail customers. This role focuses on managing customer support quality, process excellence, and optimizing customer interactions.

In Short

• Lead a team of customer support professionals across multiple countries.
• Enhance customer support experience through process improvement and technology.
• Collaborate with various internal teams to achieve operational excellence.
• Set organizational-level OKRs and service levels.
• Hire and develop a high-performing, diverse team.
• Utilize metrics and reporting for data-driven decisions.
• Demonstrate leadership during market volatility.
• Act as a proactive leader within the Customer Experience organization.
• Engage with vendors to review performance across support tiers.
• Delegate responsibilities and set performance expectations.

Requirements

• 15+ years of experience in operations and process improvement.
• Ability to simplify complex issues and deliver results.
• Resilient leadership in volatile market conditions.
• Strong communication skills for senior audiences.
• Passion for exceptional customer experiences.
• Experience in crypto or financial services is a plus.
• MBA or higher level degree is a nice to have.
• Lean Six Sigma certification is a plus.

Benefits

• Competitive salary with target bonus and equity.
• Comprehensive benefits including medical, dental, and vision.
• Support for career growth and development.
• Dynamic work culture focused on innovation.
• Opportunity to make an impact in the financial system.