Associate Manager, Customer Experience Operation@ CoinBase

Job Information

Job Description:

What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.

  • Develop a team of high performing customer service agents to provide a best in class customer experience across multiple channels.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements and quality metrics for your line of business, at the individual and team level.
  • Provide leadership and coaching based on industry best methodologies, thoughtful delegation and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective impact analysis, prioritization and efficient execution of projects.

What we look for in you (ie. job requirements): To be completed by all business teams except Eng. 

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 5 years of relevant experience in financial services, technology and/or customer support.
  • 3+ years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Subject matter expertise and interest in the crypto ecosystem.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Weekend support and/or flexible evening/overnight hours may be required.
  • Commutable distance to Coinbase Taguig City / Metro Manilla office.
  • Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.

Nice to haves:

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Advanced experience in project management, analytics or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Experience Level: Mid-Senior
Work From: Onsite United States of America

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