Associate Manager, Complaints

COINBASE SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A global cryptocurrency platform in Singapore seeks an experienced leader to manage a customer support team. The ideal candidate will have over 5 years in financial services, a strong record in team leadership, and exceptional communication skills. You'll focus on team growth and provide insights for process improvement, while collaborating across various internal teams. A passion for cryptocurrency and Web3 technologies is essential.

Qualifications

• 5+ years of experience in financial services or customer support.
• Track record in managing results and metrics.
• Ability to lead high-performing teams.

Responsibilities

• Lead a team providing support to customers.
• Guide decisions with a focus on customer impact.
• Collaborate with internal teams for product support.

Skills

Leadership

Customer support

Project management

Communication

Data-driven decisions

Flexibility

Education

Advanced degree in relevant fields

Tools

Google apps

JIRA

Salesforce Service Cloud

Job description

What You’ll Be Doing (i.e., Job Duties)

• Lead a team of analysts who provide high quality support to Coinbase customers
• Responsible for gauging customer impact and guiding decisions with Product Managers, engineers, Legal, and other partners with customers in mind.
• Provide leadership mentorship based on industry standard methodologies, thoughtful delegation and performance management.
• Focus on team growth and enablement through mentorship, career development and employee engagement.
• Collaborate with internal support teams across Legal, Tools, Quality and Training to help launch or improve product support workflows.
• Utilize an in-depth understanding of metrics to drive data‑driven business decisions.
• Continuously add value through effective project management, dedicated prioritization and efficient execution.
• Coordinate with senior management and provide insights for process improvement.
• Communicate effectively with your team to drive individual and group performance.
• Champion change management with your team.

What We Look For In You (i.e. Job Requirements)

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 5 years of meaningful experience in financial services, technology and/or customer support.
• Proven track record in managing results and metrics, particularly within a complaints‑handling function or customer support.
• Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
• Excellent track record of leading deeply engaged and high performing teams.
• Highly flexible and adaptable to meet the evolving needs of a high‑growth, fast‑paced organization.
• Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.
• Strong enthusiasm and positive energy towards the future of cryptocurrency and Web3 technologies.
• Exceptional communication skills, both written and verbal, with the ability to simplify and convey complex topics to broad audiences.
• Understanding of Google apps, JIRA, Salesforce Service Cloud.

Nice to haves

• Familiarity with the Coinbase suite of products, including their functionality and customer support systems.
• Experience at crypto exchanges or in financial services
• Advanced degree in business, finance, customer experience and/or blockchain.