Supervisor, Customer Success Team

Coinbase; United Kingdom; On-site; GBP 52,000 - 59,000; Full time

Job summary

An innovative firm seeks a passionate Supervisor for the Customer Success Team. This role involves leading a specialized team to manage high-value customer relationships and ensure an outstanding experience. You will coach analysts, handle escalations, and advocate for customers across the organization. If you thrive in a fast-paced environment and are motivated by the mission of enhancing the financial system through crypto, this is the perfect opportunity to make a significant impact. Join a dynamic team and help shape the future of finance!

Qualifications

• 3+ years of experience in customer/account management.
• Excellent communication skills across departments.
• Passionate about creating seamless customer experiences.

Responsibilities

• Supervise a team of analysts managing high-value customer relationships.
• Handle escalations and collaborate with specialists to resolve issues.
• Proactively identify customer needs to enhance their experience.

Skills

Customer Support

Team Leadership

Stakeholder Management

Communication Skills

Problem Solving

Adaptability

Knowledge of Blockchain

Multilingual (English, German, French)

Education

Bachelor's Degree

Advanced Degree in Business or Finance

Tools

Google Suite

Job description

Get AI-powered advice on this job and more exclusive features.

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

As a Supervisor for the Customer Success Team,

you will lead a specialized team of customer-focused support analysts who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills, you will play a crucial role in ensuring we deliver an outstanding high-value customer experience globally.

What you’ll be doing (job duties):

1. Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high-value customers.
2. Provide a best-in-class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
3. Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
4. Model an investigative mentality to help address critical customer issues at the root cause.
5. Represent and advocate for the customer across organizations to drive impactful changes.
6. Champion clear communication with internal and external partners to align on solutions and drive results.
7. Serve as an escalation point for the Customer Experience organization for dedicated consumer customer accounts.
8. Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
9. Identify opportunities to enhance the customer’s experience with Coinbase, unlocking potential to adopt additional features, services, and products.
10. Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

What we look for in you (job requirements):

1. Passionate and skilled people leader.
2. Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
3. Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast-paced environment.
4. Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
5. Experience working with Google Suite (Slides, Docs, Sheets) + overall presentation preparation.
6. Excellent communication skills to operate across multiple departments and stakeholders.
7. Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
8. Working proficiency in English and preferred multilingual in German or French, including the ability to conduct business in both languages.

Nice to haves:

1. High proficiency in cryptocurrency and Coinbase products.
2. Advanced degree in business, finance, project management, or client experience.
3. Experience hiring and managing international employees.

Job ID: P70254

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full-time offers from Coinbase also include target bonus, target equity, and benefits (including medical, dental, and vision).

Pay Range: £52,920 GBP - £58,800 GBP

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law. Coinbase will also consider qualified applicants with criminal histories in a manner consistent with applicable federal, state, and local law. US applicants may view the Know Your Rights notice here. Coinbase participates in the E-Verify program in certain locations, as required by law.

We are also committed to providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation, please contact us at accommodations[at]coinbase.com.

Additional information regarding data privacy and application process can be found in our privacy notices linked in the original description.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet

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