Manager, Customer Support

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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 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. Second, we expect all employees to commit to our mission-focused approach to our work. 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.

As a Customer Support Manager, you will lead a team of highly motivated professionals who know their performance is critical to Coinbase achieving its mission. Using your operations and leadership skills you will play a crucial role ensuring we deliver a great customer experience globally. 

Support domains vary and can relate to Account Operations, Complaints or Crypto Operations. 

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

  • Develop and lead a team of high performing customer support analysts.
  • Serve as a domain specialist for your area.
  • Act as a trusted point of contact for escalations and high priority issues related to your domain
  • Ensure alignment across regional Operations teams and vendor sites through consistent communication and shared business objectives.
  • Achieve service level agreements for all teams supporting the domain scope.
  • Provide leadership mentorship based on industry best methodologies, thoughtful delegation and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Advocacy, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective project management, dedicated prioritization and efficient execution.

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 in financial services, technology and/or customer support.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
  • Excellent track record of managing deeply engaged and high performing teams.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Requirement to be on call from time to time for escalations / incidents.
  • Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.
  • Crypto Operations only: Strong knowledge of the crypto space, the more niche and detailed the better (i.e. DeFi, new protocols, emerging features)

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.
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