Customer Support Supervisor

6 days ago

Metro Manila Philippines Coinbase Full time

Crypto Jobs Job Description Posted: 23 hours ago About Coinbase Coinbase is on a mission to increase economic freedom in the world by building the onchain platform that powers the future global financial system. As one of the most trusted crypto exchanges, Coinbase is driven by excellence, ownership, and customer obsession. Role Overview As a Customer Support Supervisor , you'll manage a high-performing support team across multiple channels (email, chat, phone), working to ensure best-in-class service while scaling operations in a fast-paced, mission-driven environment. Key Responsibilities Lead, coach, and grow a team of support agents ️ Manage escalations and ensure SLA, productivity, and quality KPIs are met Use metrics to guide decisions and continuously optimize performance Collaborate with teams across Programs, Tools, Quality, and Training Communicate policies and enforce process compliance across your team Drive process improvements, employee engagement, and knowledge sharing Requirements 6+ years in customer support, fintech, or tech operations 3+ years of people management experience in a support or operations setting Experience across email, chat, and voice support channels Strong business acumen with a track record of data-driven decision-making Interest or background in crypto, blockchain , or financial markets Excellent communication skills and adaptability in a hyper-growth environment Willingness to work non-standard hours , including weekends and shifts Must be able to work onsite in Metro Manila Preferred Qualifications Experience in crypto exchanges, trading operations, or fintech Background in project management , quality assurance, or analytics Advanced degree in business, finance, customer experience, or blockchain ️ Familiarity with Salesforce Service Cloud , JIRA , and Google Workspace Why Join Coinbase? Work with some of the brightest minds in crypto Be part of redefining finance through onchain innovation Competitive salary + bonus + full benefits Inclusive, feedback-driven, high-performance culture Software Engineer, Backend (Consumer - Trading) Software Engineer, Backend (Consumer Products) #J-18808-Ljbffr

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