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Support Operations Supervisor

1 week ago

Manila, National Capital Region, Philippines Coinbase Full time
About Our Company

Coinbase is a digital currency exchange and wallet service that allows customers to buy, sell, and store cryptocurrencies. We are committed to increasing economic freedom in the world and are seeking talented professionals to join our team.

Job Summary

The Customer Support Supervisor will be responsible for leading a team of customer support agents who provide assistance to customers via multiple channels (email, chat & phone). The ideal candidate will have a strong background in customer support operations, team management, and problem-solving.

Key Responsibilities:
  • Develop and implement processes to improve customer satisfaction and reduce support requests.
  • Lead a team of high-performing customer support agents across multiple workflows and various channels of support.
  • 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.
Requirements

To be successful in this role, you will need:

  • Motivation by Coinbase's mission and crafting a seamless support experience for our global customer base.
  • Minimum 6 years of relevant experience in financial services, technology, and/or customer support.
  • Minimum 3 years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support.
  • Excellent track record of leading deeply engaged and high-performing teams and using metrics to make business decisions.
Why Join Us

We offer a dynamic and supportive work environment with opportunities for professional growth and development. Our company culture values diversity, equity, and inclusion, and we are committed to making a positive impact on the world.