Global Customer Support Supervisor - 24/7 Operations Lead

Coinbase Developer Platform; Manila; On-site; PHP 1,432,000 - 1,751,000; Full time

Job summary

Coinbase in Manila is seeking a Customer Support Supervisor to lead a team delivering seamless service across phone, messaging, and email for its global customer base. You will own team performance against SLAs and quality scores while partnering with QA, Training, and Workforce Management to raise the bar.

This role requires 6+ years in customer support or related fields with at least 3 years of frontline team management in a metrics-driven environment, and availability for shifts including

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.
• Proficiency with support operations tooling and BI dashboards.
• Availability to work shifts including weekends and non-standard hours for 24/7 operations in Manila.

Responsibilities

• Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets.
• Lead coaching and development for a team of customer support agents using data from QA tools and BI dashboards.
• 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

Team leadership

KPIs management

Salesforce Service Cloud

Looker BI dashboards

WFM coordination

AI workflow optimization

Tools

Salesforce Service Cloud

QA tools

Looker

Workforce management

BI dashboards

Job description

Coinbase in Manila is seeking a Customer Support Supervisor to lead a team delivering seamless service across phone, messaging, and email for its global customer base. You will own team performance against SLAs and quality scores while partnering with QA, Training, and Workforce Management to raise the bar.

This role requires 6+ years in customer support or related fields with at least 3 years of frontline team management in a metrics-driven environment, and availability for shifts including