Customer Support Supervisor

5 days ago

Manila, National Capital Region, Philippines Coinbase Full time

Ready to be pushed beyond what you think you're capable of?

At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.

Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.

Team:

As a Customer Support Supervisor, 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):
  • Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
  • Provide leadership mentorship based on industry best methodologies 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 project management, dedicated prioritization and efficient execution.
  • Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
What we look for in you (i.e. job requirements):
  • Motivated by Coinbase's mission and crafting a seamless support experience for our global customer base.
  • Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 3 years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. 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 organization.
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences.
  • Willing to work from an office at Manila, Philippines.
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.

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).

Pay Range: ₱1,591,400 — ₱1,591,400 PHP

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.

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 contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.

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