Lead, Premium & Wealth CX – Remote VIP High-Touch Support

Coinbase; Whitehall; Hybrid; GBP 64,000 - 79,000; Full time

Job summary

Coinbase is seeking an Associate Manager, Premium & Wealth CX to lead a high-value customer support team across international markets. You will own day-to-day operations, people leadership, and service quality for a high-touch vertical, partnering with Compliance, Risk, and cross-functional teams to deliver trusted, non-advisory support.

You will manage staffing during market events, drive SOP improvements, and ensure efficient, risk-aware workflows while maintaining a focus on customer

Qualifications

• 7+ years in financial services with HNW/UHNW/VIP servicing.
• 5+ years of people leadership in operations or support.
• Familiarity with financial markets, derivatives, and regulated servicing.
• Experience in regulated environments with Compliance, Legal and Risk partners.
• Willingness to obtain FCA-recognized wealth/securities qualification.

Responsibilities

• Own vertical operational performance including SLA, CSAT, QA, backlog and escalation handling.
• Lead, coach, and develop a team of Specialists with regular reviews.
• Maintain high-touch 1:1 client relationships and end-to-end case ownership.
• Collaborate with Compliance, Legal, Risk, and Complaints to meet regulatory requirements.
• Make real-time staffing and routing decisions during market events and spikes.
• Drive process improvements via feedback, defects, and root-cause analysis with cross-functional partners.

Skills

People leadership

Operations management

Data analysis

Regulatory compliance

Customer experience

AI governance

Education

CISI Level 4 Investment Advice Diploma

Job description

Coinbase is seeking an Associate Manager, Premium & Wealth CX to lead a high-value customer support team across international markets. You will own day-to-day operations, people leadership, and service quality for a high-touch vertical, partnering with Compliance, Risk, and cross-functional teams to deliver trusted, non-advisory support.

You will manage staffing during market events, drive SOP improvements, and ensure efficient, risk-aware workflows while maintaining a focus on customer