Customer Support Supervisor

Who you are

You have a proven track record in customer support, ideally with experience in a supervisory role. You thrive in high-pressure environments and are passionate about the mission of increasing economic freedom through cryptocurrency and blockchain technology. You are eager to lead a team, providing guidance and support to ensure they meet performance metrics and deliver exceptional service to customers. You actively seek feedback and are committed to personal and professional growth, understanding that the best leaders are those who continuously improve.

Desirable

Experience in the financial technology sector is a plus, as is familiarity with cryptocurrency and blockchain concepts. You should be comfortable using various customer support tools and platforms, and have a knack for analyzing performance data to drive improvements. A background in training and developing team members will also be beneficial.

What you'll do

As a Customer Support Supervisor at Coinbase, you will manage a team of customer support agents, ensuring they are equipped to handle customer inquiries effectively. You will be responsible for monitoring key performance indicators such as contacts handled, first contact resolution rates, and quality scores. Your role will involve coaching team members, providing feedback, and implementing strategies to enhance team performance. You will collaborate with other departments to address customer issues and improve service delivery. Additionally, you will participate in team and company-wide offsites to foster collaboration and alignment within the organization.

What we offer

Coinbase offers a dynamic work environment where you can make a significant impact on the future of finance. You will work alongside high-caliber colleagues who are equally passionate about the mission. The company supports in-person participation throughout the year, with multiple offsite events to strengthen team connections. You will have opportunities for professional development and growth within the organization, as well as the chance to contribute to a transformative industry.

We encourage you to apply even if your experience doesn't match every requirement. At Coinbase, we value diverse perspectives and are committed to building a team that reflects the communities we serve.