Senior Manager, CX Retail Operations

At Coinbase, our mission is to, and we couldn’t do this without hiring the best people
We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto
Know those people who always lead the group project? That’s us

There are a few things we look for across all hires we make at Coinbase, regardless of role or team
First, we look for candidates who will thrive in a like ours, where we default to trust, embrace feedback, and disrupt ourselves
Second, we expect all employees to commit to our to our work
Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture
We’re a remote-first company looking to hire the absolute best talent all over the world

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy
  You’re optimistic about the future and determined to get there
   
• You’re never tired of learning
  You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3
  0
   
• You appreciate direct communication
  You’re both an active communicator and an eager listener – because let’s face it, you can’t have one without the other
  You’re cool with candid feedback and see every setback as an opportunity to grow
  
• You can pivot on the fly
  Crypto is constantly evolving, so our priorities do, too
  What you worked on last month may not be what you work on today, and that excites you
  You’re not looking for a boring job
  
• You have a “can do” attitude
  Our teams create high-quality work on quick timelines
  Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission
  
• You want to be part of a winning team
  We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone
  

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 a Senior Manager of Global Customer Support Operations  you will lead a team of highly motivated customer support professionals whose performance is critical to Coinbase achieving its mission
Using your customer support, operations and team management skills you will play a crucial role ensuring we deliver an outstanding customer experience globally
You will be leading the strategic scaling of captive and outsourced operations as well as tactically executing daily through mechanisms you will implement

As a Senior Manager, you will also be responsible for the delivery of front-line customer support, which entails building, growing and managing a high performing and diverse team across co-located and remote teams supporting a global customer base through multiple contact channels
You will work with other global leaders, internal stakeholders and outsourced vendor partners to achieve a seamless customer experience and scale in a thoughtful, effective way

What you’ll be doing (ie
job duties):

• Responsible for leading an operation that spans across both outsource providers and full time employees as well as leadership
  Providing support for our customers across multiple channel types
  
• Act as a proactive inspiring leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction
  
• Act with urgency to ensure priority items are progressed through having a bias to action and focusing on the 20% of work that will get us 80% of the impact
   
• Hire, lead and develop a diverse, high performing team, setting up the organization for success through investments in career growth
  
• Define and deliver on operational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey
  
• Collaborate closely with partner teams including Program, Analytics, WFM, Quality, Technology, and Learning & Development to ensure you can deliver on your goals
  
• Utilize a laser focused, customer facing team to collect thoughtful feedback by directly gathering “Voice of the Agent and/or Customer” sentiment and feedback
  
• Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions
  
• Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support
  
• Thoughtfully delegate tactical responsibilities and set performance expectations across the organization
  

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

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space
  
• 7+ years of proven experience in financial services, technology and/or customer support leading large teams (100-500+) across multiple countries/ regions
  
• Minimum of 5+ years experience working with global outsourcing providers and senior leadership
  
• Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services
  
• Track record of developing and implementing mechanisms that enabled quality to scale 10x
  
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
  
• Hybrid role, requiring 2-3 days per week working at a physical location in Manila
   
• Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)
  

Nice to haves:

• Advanced degree in business, finance, customer experience and/or crypto
  
• Deep understanding of Google apps, JIRA, Salesforce Service Cloud
  

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer
  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law
Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law
 For US applicants, you may view ,  and  notices by clicking on their corresponding links
  Additionally, Coinbase participates in the  in certain locations, as required by law
 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase
com and let us know the nature of your request and your contact information
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For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined    

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