Lead, Premium & Wealth CX — Associate Manager (Remote)

P2P; Greater London; Hybrid; GBP 64,440 - 78,760; Full time

Benefits offered by this job

Medical, dental, and vision

Job summary

Coinbase is seeking an Associate Manager, Premium & Wealth CX to lead a team delivering white-glove support to our highest-value customers across international markets. You’ll own day-to-day operations, people leadership, and service quality for your vertical, coordinating with Compliance, Risk, and cross-functional teams to scale a fast, accurate, risk-aware, non-advisory service.

In this remote-first but in-person quarterly surge environment, you will build a high-touch model centered on 1:1

Qualifications

• 7+ years in financial services with HNW/VIP experience.
• 5+ years of people leadership in operations or support.
• Familiarity with financial markets and trading products including derivatives.
• Experience in regulated environments and working with Compliance, Legal, Risk.
• Willing to obtain UK wealth or securities qualification recognized by the FCA.
• Ability to use AI responsibly with human oversight.

Responsibilities

• Own operational performance for vertical, tracking SLA, CSAT, QA, backlog, and repeat contacts.
• Lead, coach, and develop a team of Specialists; conduct 1:1s and reviews.
• Drive a high-touch model with 1:1 relationships and end-to-end case ownership.
• Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to meet regulatory expectations.
• Make real-time staffing, routing, and escalation decisions during market events to protect outcomes.
• Translate feedback and defects into SOPs, tooling, and policy changes with Product and QA.

Skills

People leadership

Data analysis

Regulated environment

Financial services

VIP / HNW servicing

Generative AI

Education

CISI Level 4 Investment Advice Diploma

Job description

Coinbase is seeking an Associate Manager, Premium & Wealth CX to lead a team delivering white-glove support to our highest-value customers across international markets. You’ll own day-to-day operations, people leadership, and service quality for your vertical, coordinating with Compliance, Risk, and cross-functional teams to scale a fast, accurate, risk-aware, non-advisory service.

In this remote-first but in-person quarterly surge environment, you will build a high-touch model centered on 1:1