Associate Manager, Customer Support

Join Coinbase as an Associate Manager, Customer Support in our Manila, Philippines Center of Excellence. Ready to be pushed beyond what you think you’re capable of? Coinbase’s mission is to increase economic freedom in the world by building the emerging on‑chain platform that will support a future global financial system. We’re looking for a driven, crypto‑enthusiastic leader ready to shape the highest‑quality customer support experience for a worldwide audience. This role requires onsite presence in Manila. You will manage a team of Customer Support Specialists and Supervisors across multiple channels (phone, messaging, email). You will own performance metrics, coach managers, drive operational improvements, and work closely with senior leadership on roadmap initiatives. You will also be the subject‑matter expert on our operational workflows and collaborate across the Customer Experience organization. Responsibilities Lead a high‑performing team of specialists/supervisors across multiple processes or channels. Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework. Act as a trusted point of contact for escalations and high‑priority issues related to your scope. Achieve SLAs, productivity, and quality metrics for your line of business and team members. Collaborate cross‑functionally with Program, Quality, Training, and Product teams to improve existing workflows and processes. Utilize an in‑depth understanding of metrics to drive data‑backed business decisions. Communicate policies and follow up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken. Provide leadership and mentorship across key areas such as performance management, learning & development, and leadership skills. Potentially manage additional Customer Support Specialists as business needs necessitate. Participate in the interview and selection process for new customer support supervisors. Qualifications Full‑time, onsite presence at our Manila location required. Customer obsessed, motivated by Coinbase’s mission, and dedicated to creating seamless support for a global customer base. Minimum of 8 years of relevant experience in financial services, technology, and/or customer support. Minimum of 5 years of people‑management experience in an operations environment. Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions. Excellent track record of leading deeply engaged, high‑performing teams and using metrics to make business decisions. Ability to work independently and as part of a team, with a high level of self‑motivation, personal accountability, and natural curiosity. Exceptional organizational and time‑management skills, with the ability to prioritize tasks and manage competing deadlines. Drives urgency and adapts flexibly to evolving needs in a complex, fast‑paced, and high‑growth environment. Availability to work shifts on weekends and outside the “standard” workday, as crypto is a 24/7/365 business. Excellent written and verbal communication skills, with the ability to simplify complex topics for broad audiences. Willingness to work from the office in Manila, Philippines. Nice to Have 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, or blockchain. Advanced understanding of Google apps, Jira, Salesforce Service Cloud. Pay Transparency Notice Pay Range: ₱2,652,300 PHP – ₱2,652,300 PHP. Full‑time offers include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, etc.). Equal‑Opportunity and Disability Accommodation Statement Coinbase 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. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Coinbase also participates in the E‑Verify program in certain locations, as required by law. If you need a reasonable accommodation because of a disability, please contact us at accommodations(at)coinbase.com. Data Privacy Notice for Job Candidates 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 here . For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description. #J-18808-Ljbffr