Manager, Customer Support

About Team-

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support in Web3. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

As an Operations Manager of Support Operations at Coinbase, you will directly lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents that directly interact with Coinbase customers via phone, chat, and email channels. You will be responsible for developing strategies to enhance customer satisfaction and resolution rate, streamlining operations and processes, and driving performance improvements for the network. This is a pivotal role that will require strong global leadership, analytical skills, and a relentless obsession for creating a world-class experience for Coinbase customers.

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

• Hire and lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents
• Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level
• Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies
• Develop and execute a strategic 3-year plan for Consumer Operations growth and scale
• Build and maintain a team culture that is customer obsessed and relentless in their pursuit to create the best customer experience possible
• Develop standard work procedures, and utilize feedback to improve operational processes and policies
• Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support
• Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams

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

• 12+ years experience managing multi-level CX Operations teams, 3+ years experience managing operations in a volatile/hyper-growth environment
• High horsepower - strong problem-solving skills; adept at frequent context switching; autonomous operator; able to work on multiple projects at once
• Emotionally intelligent - can easily gain buy-in from your team and cross-functional partners; authentic; willingness to be humble and vulnerable
• Scrappy and proactive - naturally curious enough to figure it out ; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions
• Expert communicator - ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences
• Passion - for creating an exceptional experience for Coinbase customers; for creating economic freedom through crypto and Web3
• Willing to work from an office, and potentially evening/overnight shifts (Philippines hours) as business needs require.

Nice to haves:

• MBA or higher level degree
• Crypto, financial services, or other tech-company experience
• Lean Six Sigma, or green/black belt certification