2 months ago
Job Summary
As a Customer Support Supervisor, you will lead a team of highly motivated customer support professionals whose performance is critical to Coinbase achieving its mission. Using your customer support, operations and team management skills you will play a crucial role ensuring we deliver an outstanding customer experience globally.
- Minimum Qualification : Degree
- Experience Level : Mid level
- Experience Length : 6 years
Job Description/Requirements
What you’ll be doing (ie. job duties):
- Develop and lead a team of high performing customer support agents across multiple channels (email, chat & 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 to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- This role entails actively engaging in creative problem-solving initiatives, in addition to overseeing day-today operations and management task
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 6 years of relevant experience in financial services, technology and/or customer support.
- Minimum of 3 years of people management experience in an operations environment.
- Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
- 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
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