Associate Manager, Customer Support

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

• Develop and lead a team of customer support supervisors and manage customer support across multiple channels (Email, Chat/Messaging & phone) 
• Act as a trusted point of contact for escalations and high priority issues related to your scope.
• Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
• Provide leadership mentorship based on industry best methodologies and performance management.
• Focus on team growth and enablement through mentorship, career development and employee engagement.
• Collaborate with internal support teams across Programs, 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.
• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

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

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
• Minimum of 5 years of people management experience and minimum of 2 years in managing supervisors in an operations environment 
• Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and Chat/Messaging.
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
• Subject matter expertise and interest in the crypto ecosystem. 
• Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
• Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day
• Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences