Associate Manager, Client Services Ops

We’re Coinbase
We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries
 

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 Web 3
0 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
  

As the Manager for Cold Storage Operations, you will lead the team responsible for providing high-touch support for multiple customer segments: high value traders, institutions, retail  and businesses
With the combination of in-depth crypto expertise, and a strong operational skill set, you will play a major role in crafting our strategy for scalability
You will help us effectively hire, manage and develop a high performing 24×7 team that provides client facing support with a focus on cold storage transaction execution
You will play a major role in crafting our strategy for scalability worldwide
Given that this function lives within the Customer Experience organization, you will also be expected to collaborate with the global operations leadership team to deliver world class support
 

What you’ll be doing (ie
job duties):

• Work with internal and external stakeholders to understand the business requirements and technical solutions needed to unlock operational scalability
• Serve as a proactive leader with vision across Blockchain Operations, with a bias towards action and the ability to contribute to overall organizational strategy and direction
  
• Optimally hire, manage and develop an impactful team
• Support your team by providing direction, assigning projects, and checking in on progress while holding your direct reports accountable to their goals and tasks
  
• Work with Ecosystem Leadership and cross functional stakeholders to improve and complete an effective transaction execution framework across various crypto transaction types
  
• Help create a better customer experience by synthesizing and championing customer feedback to other parts of the organization such as the product, security and engineering teams
  
• Ability to operate independently to solve both tactical and strategic problems for customers located primarily in Europe, but also for a global customer base transacting during European business hours
  
• Develop technical, subject matter expertise across all products and services
• Serve as an escalation point for high priority customers
  
• Apply knowledge of the crypto market to solve complex challenges in a dynamic environment
  
• Make informed, data driven decisions by using an in-depth understanding of metrics and reporting
  
• Foster a highly engaged organization, setting up opportunities for career development and growth
  

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

• Motivated by Coinbase’s mission and creating a seamless support experience for our global institutional customer base
  
• Minimum of 2 years of direct management experience
  
• Excellent track record of growing and managing deeply engaged, strong teams
  
• Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization
  
• Travel requirements up to 10% to Coinbase offices and client locations, based on needs
  

Nice to haves:

• Deep subject matter expertise and experience in crypto and financial services, ideally in client services, sales, payments, an/or cold storage
  
• Experience serving institutional clients in a traditional brokerage, asset management, or trading context; or experience serving crypto-first investors
  
• 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
  

ID: P27068

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law)
  If you receive an offer, you will receive additional information about the grounds and process for an exemption

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
  For quick access to screen reading technology compatible with this site a free compatible screen reader

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants
Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available
By submitting your application, you are agreeing to our use and processing of your data as required