Support Team Lead, Policy Ops

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Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

Location: Dublin, Ireland

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

What You'll Be Doing (i.e., Job Duties) 

  • Responsible for leading and supporting a team of analysts and providing insights on workflows and best practices. 
  • Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving cases across multiple channels related.
  • Serve as an escalation point for hi-priority queues and complex investigations.
  • Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects.
  • Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures.
  • Utilize data to provide insights and recommended action plans to improve Customer Experience workflows.
  • Collaborate with internal stakeholders and vendor partners to improve cross functional policies and workflows.
  • Deep dive into our processes to identify knowledge  gaps to upskill our operations team.
  • Ensure all required internal reporting tasks are completed accurately & on time.
  • Ensure Operational risk is considered for all tasks completed by the team; any incidents are reported & addressed as required.
  • Continuously add value through effective project management, prioritization and efficient execution.
  • Maintain an investigative mindset to help address critical compliance issues while building operational processes to develop and maintain our program at scale. 

What We Look For In You (ie. Job Requirements)

  • Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.
  • Minimum of 5 years of relevant experience, preferably in financial services, technology, and/or customer experience.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization, including working across time zones.
  • Excellent critical thinking, problem solving, and organizational skills. 
  • Fantastic communication skills in order to operate across multiple departments and stakeholders
  • Excellent planning skills; able to manage multiple priorities and tasks
  • Ability to delegate & oversee the work of an experienced team.
  • Experience in Compliance, Payments or Trust Operations.
  • Ability to think and act creatively and strategically.
Benefits at Coinbase
  • Health and Dental insurance covered at 100% for employees and 50% for dependents
  • Eyecare vouchers
  • Disability and Life Assurance
  • Monthly Gym Allowance
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Individual Career Development budget
  • Pension plan with company match
  • Tax saver commuter program
  • 18 weeks paid Maternity and Paternity Leave
  • Snacks and Lunch provided onsite
  • 7 year post termination option exercise window (for employees who stay 2 years or more) vs. the industry standard 90 days