Remote-First Premium & Wealth CX Lead

Coinbase

Greater London

On-site

GBP 64,440 - 78,760

Full time

14 days+

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Coinbase is seeking an Associate Manager for Premium & Wealth CX to lead a high-touch, 1:1 relationship-based support model for our most valuable clients across international markets. You will own daily operations, people leadership, and service quality, partnering with Compliance, Legal, Risk, and Product teams to scale a trusted, risk-aware service within a non-advisory framework.

You will guide a team of Specialists, drive improvements in SLA attainment, CSAT, QA, and backlog health, and

Qualifications

7+ years in financial services, fintech, wealth management, premium banking, or trading operations.
Experience servicing HNW/UHNW/VIP segments preferred.
Experience operating in regulated financial services environments with cross-functional collaboration.
Willingness to obtain UK wealth or securities qualification (FCA) if not already held.

Responsibilities

Own operational performance for your vertical, including SLA attainment and CSAT metrics.
Lead, coach, and develop a team of Specialists with regular performance reviews.
Drive a high-touch, 1:1 relationship-based support model with end-to-end case ownership.
Collaborate with Compliance, Legal, Risk, and other teams to ensure regulatory alignment.
Make real-time staffing and escalation decisions during market events to protect customer outcomes.