Customer Experience Manager

2 weeks ago


Manila, National Capital Region, Philippines Coinbase Full time

Coinbase is a pioneer in the field of cryptocurrency and blockchain technology. As a Customer Support Supervisor, you will play a critical role in ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Lead a team of 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 and mentorship based on industry best methodologies and performance management.
Requirements:
  • Motivated by Coinbase's mission to increase economic freedom in the world.
  • 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.
  • Excellent track record of leading deeply engaged and high-performing teams.
  • Subject matter expertise and interest in the crypto ecosystem.


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