Supervisor, Executive Escalation Support

COINBASE SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading cryptocurrency exchange in Singapore is seeking a Supervisor for the Executive Escalation Support Team. You will lead a team focused on high-value customer relationships, ensuring exceptional service and addressing escalations effectively. The ideal candidate has at least 3 years of management experience in customer support within a fast-paced environment. Knowledge of blockchain and cryptocurrency is a plus. This role is crucial for delivering a seamless experience for individual and enterprise clients.

Qualifications

• Minimum of 3 years of people management experience.
• Basic knowledge of blockchain and cryptocurrency.
• Fantastic communication skills.

Responsibilities

• Supervise a team of analysts managing customer escalations.
• Provide best in class experience for customers through effective task management.
• Champion clear communication with partners to drive results.

Skills

People leadership

Customer support

Stakeholder management

Communication

Adaptability

Problem-solving

Tools

Google Suite

Job description

As a Supervisor for the Executive Escalation Support Team, you will lead a specialized team of customer focussed 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 ensuring we deliver an outstanding high value customer experience globally.

What you’ll be doing (ie. job duties)

• Supervise (coach, develop, performance manage) a team of analysts who respond to requests directly from the Executive, Legal and Communication teams.
• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Serve as an escalation point for the Customer Experience organization.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
• Occasionally travel to onshore and offshore locations to train new analysts.

What we look for in you (ie. job requirements)

• Passionate and skilled people leader.
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
• Minimum of 3 years of people management experience in a customer support/escalations management role in a fast paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Working proficiency in English
• Comfortable working on shift hours.

Nice to haves

• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience
• Experience hiring and managing international employees
• Experience handling executive escalations