Associate Manager, Customer Support

Job Description

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As an Associate Manager, your primary role will be to manage a team of customer support agents. You will be responsible for your team's performance as measured by key operational metrics, including contacts handled, first contact resolution rates, and quality scores. You will coach team members in a timely manner based on their performance against these metrics. Additionally, you will work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts. This may include participating in interviews. You will become a subject matter expert on Coinbase's operational processes and workflows, collaborating across customer experience teams as needed. As business needs require, you may manage Customer Support Supervisors.

To perform these duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

What you’ll be doing (ie. job duties):

• Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
• 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/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; taking corrective action as necessary and documenting the issue and actions taken.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
• Potentially manage Customer Support Supervisors as business needs necessitate
• Participate in the interview and selection process for new customer support agents

What we look for in you (ie. job requirements):

• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our 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 and 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.
• 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 Hyderabad, India OR 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

P60173

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

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. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by 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. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

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. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.