Customer Support Supervisor • Mid-Level

Who you are

You are someone who thrives in a challenging environment and is eager to contribute to a mission that promotes economic freedom through cryptocurrency and blockchain technology. You have a strong belief in the transformative power of these technologies and are excited about the opportunity to leave a mark on the world. You relish the pressure of working with high-caliber colleagues and actively seek feedback to continuously improve your skills. You understand that the work culture at Coinbase is intense and are prepared to engage fully with your team to solve complex problems.

You have experience in customer support and are passionate about leading a team to achieve operational excellence. You are adept at managing performance metrics and understand the importance of key performance indicators in driving team success. You are a natural leader who inspires your team to excel and provides them with the support they need to thrive in their roles.

What you'll do

As a Customer Support Supervisor at Coinbase, you will be responsible for managing a team of customer support agents. Your primary focus will be on ensuring that your team meets key operational metrics, including contacts handled, first contact resolution rates, and quality scores. You will provide guidance and support to your team, helping them navigate challenges and improve their performance. You will also be involved in training and developing your team members, fostering a culture of continuous improvement and collaboration.

You will work closely with other departments to ensure that customer feedback is effectively communicated and addressed. Your role will involve analyzing performance data to identify trends and areas for improvement, and you will be expected to implement strategies that enhance the overall customer experience. You will also participate in team and company-wide offsites to strengthen collaboration and alignment within the organization.

What we offer

At Coinbase, you will have the opportunity to work in a fast-paced and innovative environment where your contributions will directly impact the future of the financial system. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will be part of a mission-driven team that is dedicated to increasing economic freedom worldwide. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.