Senior Manager, Global CX Support Operations

Job Description

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.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support in Web3. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

As a Senior Manager of Support Operations at Coinbase, you will directly lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents that directly interact with Coinbase customers via phone, chat, and email channels. You will be responsible for developing strategies to enhance customer satisfaction and resolution rate, streamlining operations and processes, and driving performance improvements for the network. This is a pivotal role that will require strong global leadership, analytical skills, and a relentless obsession for creating a world-class experience for Coinbase customers.

We are looking for a US-based operator who is open to relocating to Manila, Philippines for one year beginning in Q1/2 2025. Relocation support will be provided. After 1-year we expect this role to be US-located with occasional travel. Additional details will be shared by our Recruiting team.

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

• Hire and lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents
• Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level
• Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies
• Develop and execute a strategic 3-year plan for Consumer Operations growth and scale
• Build and maintain a team culture that is customer obsessed and relentless in their pursuit to create the best customer experience possible
• Develop standard work procedures, and utilize feedback to improve operational processes and policies
• Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support
• Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams

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

• 10+ years experience managing multi-level CX Operations teams, 3+ years experience managing operations in a volatile/hyper-growth environment
• High horsepower – strong problem-solving skills; adept at frequent context switching; autonomous operator; able to work on multiple projects at once
• Emotionally intelligent – can easily gain buy-in from your team and cross-functional partners; authentic; willingness to be humble and vulnerable
• Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions
• Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences
• Passion – for creating an exceptional experience for Coinbase customers; for creating economic freedom through crypto and Web3
• Willing to work from an office, and potentially evening/overnight shifts (Philippines hours) as business needs require

Nice to haves:

• MBA or higher level degree
• Crypto, financial services, or other tech-company experience
• Lean Six Sigma, or green/black belt certification

ID: P62060

Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)).Pay Range: $179,775—$211,500 USD

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.