Supervisor, Customer Success Team (Onsite - Relocation Assistance Available)

Who you are

You have a proven track record in customer support and operations, with experience leading teams to deliver exceptional service. You thrive in high-pressure environments and are passionate about the mission of increasing economic freedom through crypto and blockchain technology. You actively seek feedback and are committed to personal and professional growth, always looking for ways to improve yourself and your team. You understand the importance of building strong relationships with high-value customers and are dedicated to ensuring their success with Coinbase's services.

Desirable

Experience in the financial technology sector is a plus, as is familiarity with cryptocurrency and blockchain concepts. You are comfortable with data-driven decision-making and have a knack for problem-solving, especially when it comes to complex customer issues. You are adaptable and can navigate the challenges of a fast-paced work culture, ensuring that your team remains focused and motivated.

What you'll do

As a Supervisor on the Customer Success Team, you will lead a specialized group of Concierge Agents who are responsible for managing high-value customer relationships. You will oversee the day-to-day operations of your team, ensuring that they have the resources and support needed to excel in their roles. You will be responsible for setting performance goals, conducting regular performance reviews, and providing ongoing coaching and development to your team members. Your leadership will be crucial in fostering a collaborative and high-performing team culture.

You will also work closely with other departments, including product and engineering, to relay customer feedback and advocate for improvements that enhance the customer experience. Your role will involve analyzing customer interactions and identifying trends to inform strategic decisions that drive customer satisfaction and retention. You will be expected to participate in team and company-wide offsites, promoting alignment and collaboration across the organization.

What we offer

At Coinbase, you will be part of a mission-driven company that is at the forefront of the financial technology revolution. We offer competitive compensation and benefits, along with opportunities for professional development and growth. You will work alongside talented colleagues who are equally committed to making a positive impact in the world. Our work culture is intense and rewarding, providing you with the chance to leave your mark on the future of finance. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.