Supervisor, Priority Support - Remote

Overview

As a Supervisor for the Priority Support 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.

In Short

• 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.
• Collaborate cross-functionally with Program, Quality and Training teams.
• Provide a best in class experience for our customers.
• Handle customer escalations to resolution.
• Model an investigative mentality to help address critical customer issues.
• Represent and advocate for the customer across organizations.
• Champion clear communication with internal and external partners.
• Proactively identify customer needs before they become an issue.
• Identify opportunities to enhance the customers experience with Coinbase.

Requirements

• Experienced and passionate people leader with a proven track record.
• Motivated by Coinbase’s mission and creating a seamless experience.
• Minimum of 3 years of relevant experience in an enterprise customer role.
• Basic knowledge of blockchain, infrastructure, staking, and/or crypto.
• Experience working with Google Suite.
• Fantastic communication skills.
• Flexible and adaptable to meet evolving needs.
• Experience in Banking, Wealth Management, or FinTech.

Benefits

• Target annual salary of $96,305.
• Target bonus and equity.
• Benefits including medical, dental, vision, and 401(k).