Associate Manager, Customer Support 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
  

As a Consumer Support Operations Associate Manager,  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

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, prioritisation 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, eg 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 organisation
  
• 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
  

*This is a remote based position in Manila, Philippines

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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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
For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined    

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