Customer Support Supervisor

Coinbase; Manila, Hinoba-an; On-site; PHP 1,432,000 - 1,751,000; Full time

Job summary

Coinbase is seeking a Customer Support Supervisor based in Manila, Philippines, to lead a frontline team delivering responsive support for our global customer base across phone, chat, and email. You will own performance metrics, coach agents, and collaborate with Workforce Management, Quality, and Training to raise the bar in a dynamic, remote-first environment with quarterly in-person surges.

The role requires 6+ years in customer support or related operations, with at least 3 years of

Qualifications

• 6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment.
• Demonstrated success improving team KPIs with specific, quantifiable results in a prior role.
• Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (Looker).
• Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Responsibilities

• Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business.
• Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement.
• Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence.
• Drive operational initiatives that improve customer experience metrics and reduce friction across support channels.
• Execute performance management processes including documentation, corrective action, and compliance follow-through.

Skills

Customer support leadership

KPIs management

Data-driven decision making

Crisis management

Tools

Salesforce Service Cloud

QA tools

Looker

BI dashboards

Workforce management platforms

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for \"good enough,\" you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Customer Support Supervisor on the Customer Experience team, you'll lead a team of support agents delivering seamless service to Coinbase's global customer base across phone, messaging, and email channels. You'll own your team's performance against key operational metrics, including contacts handled, first contact resolution, and quality scores, while partnering with Workforce Management, Quality, and Training to continuously raise the bar. This role is based in Manila, Philippines and requires shift flexibility for 24/7 coverage.

What you'll do:

• Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business
• Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
• Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence
• Drive operational initiatives that improve customer experience metrics and reduce friction across support channels
• Execute performance management processes including documentation, corrective action, and compliance follow-through

Required Skills and Experience:

• 6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment
• Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role
• Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
• Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):

₱1,591,400 — ₱1,591,400 PHP

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.