Senior Program Lead (Proactive Support)

Who you are

You are a seasoned professional with a strong background in program management, ideally with experience in customer support or operations. You thrive in high-pressure environments and are eager to tackle complex challenges head-on. Your passion for the mission of increasing economic freedom through cryptocurrency and blockchain technology drives you to excel in your role. You are someone who actively seeks feedback and is committed to continuous improvement, both personally and for your team.

You understand the importance of collaboration and communication in a remote-first environment, and you are comfortable participating in in-person meetings and offsites to foster team alignment. You are adaptable and can navigate the fast-paced nature of the crypto industry, always staying focused on delivering value to customers.

Desirable

Experience in the cryptocurrency or blockchain space is a plus, as is familiarity with customer experience optimization strategies. You may have a background in AI or automation tools that enhance customer support processes, which would be beneficial in this role.

What you'll do

As the Senior Program Lead for Proactive Support at Coinbase, you will be responsible for leading initiatives that enhance the customer experience and streamline support operations. You will work closely with cross-functional teams to identify customer pain points and develop strategies to address them effectively. Your role will involve analyzing customer feedback and support metrics to drive improvements in service delivery.

You will also be tasked with implementing self-service solutions and automation tools that empower customers and reduce the burden on support staff. Collaborating with product and engineering teams, you will help shape the future of customer support at Coinbase, ensuring that it aligns with the company's mission and values.

In addition, you will lead training and development efforts for the support team, ensuring they have the skills and resources needed to provide exceptional service. You will monitor industry trends and best practices to keep Coinbase at the forefront of customer support innovation.

What we offer

At Coinbase, you will be part of a mission-driven organization that values collaboration, innovation, and excellence. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work alongside talented colleagues who are passionate about making a difference in the world through cryptocurrency and blockchain technology. Our culture is intense and rewarding, and we encourage you to apply even if your experience doesn't match every requirement. Join us in building the future of finance.