Coinbase is one of the Bay Area’s fastest growing, most exciting startups. Having completed Series E funding in November 2018, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York, Chicago, Tokyo and London, we are looking to grow aggressively in 2019. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I’d encourage you to apply today.
As a Manager for Customer Support Operations, you’ll be responsible for building, scaling and managing a diverse and highly performing Coinbase support team in Tokyo, Japan.
Responsible for leading support operations in Japan for a product suite or functional scope of work (Account Access, Fraud, Compliance, Payments, etc.).
Hire and manage a high performing, bi-lingual support team, anchored by best practices within the financial services and technology industries in Japan.
Work with senior management across internal support teams, business unit stakeholders and vendor partners to set and achieve service level agreements.
Determine strategy for optimizing existing workflows, operationalizing product and policy launches, and building effective feedback loops.
Prioritize new and existing projects and initiatives, taking into account inputs from the global support leadership team.
Ensure alignment across regional Centers of Excellence and vendor sites through consistent communication and shared business objectives.
Manage partnerships and serve as an escalation point with various departments within Coinbase, including (but not limited to) sales, client services, finance and legal.
Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
Serve as an escalation point for critical issues and incidents.
Utilize an in-depth understanding of metrics to drive data-driven business decisions.
Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.
Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple disciplines.
Continuously add value through effective project management, ruthless prioritization and efficient execution.
Motivated by Coinbase’s mission and creating 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 4 years of direct management experience.
Familiarity with banking regulations, payment processes, compliance, consumer and/or institutional operations.
Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
Experience with partner management and maintaining cross functional partnerships both vertically and horizontally.
Ability to communicate cross functionally and globally.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need).
Experience in project management, analytics and/or vendor management.
Advanced degree in business, finance or CX.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Proficiency in another language (non-English).