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Associate Manager, Crypto Operations

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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 an Associate Manager for CX Crypto Operations, you’ll build and lead a high functioning team of full time Crypto and Payments Support Analysts . At Coinbase we have a high hiring bar and we’re determined to build a productive, dynamic, inclusive place to work. If you’re looking to work for a mission driven, employee first organization, please apply today.

 

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

  • Develop a team of high performing Crypto customer support analysts for a specific product line and serve as a domain specialist for a defined scope of work and/or channel (e-mail, voice, chat, social, etc.).
  • Achieve service level agreements (including resolution, quality and efficiency) for Tier 1 and 2 teams.
  • Provide leadership mentorship based on industry best practices, thoughtful delegation and performance management.
  • Serve as a trusted point of contact for escalations and high priority issues.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Communicate with internal and external partners in an effective, tactical, and insightful manner.
  • 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.
  • Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.

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

  • Familiarity with crypto currency.
  • Motivated by Coinbase’s mission and crafting a flawless support experience for our global customer base.
  • Required to work in a defined shift, as required by the business. Weekend support may be required.
  • Minimum of 4 years of relevant experience in financial services, crypto, technology, and/or customer support.
  • Minimum of 2 years of direct management or program management experience.
  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Experience with technical writing and/or bug reporting & troubleshooting
  • Strong investigative, problem-solving skills
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice to haves:

  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Experience working with and partnering with external outsource business partners.

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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  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 send an e-mail to accommodations@coinbase.com and 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)

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Benefits at Coinbase
  • Health, Dental, and Vision insurance covered at 100% for employees and 80% for dependents
  • HSA plan with company seed
  • Disability and Life Insurance
  • 401(k) plan with company match
  • $260 monthly Commuter Benefit
  • Monthly Gym Benefit
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Learning and Development stipend
  • 18 weeks paid Parental Leave
  • Meals and Snacks provided onsite
  • The option of getting paid in digital currency