Remote CX Quality Lead — Financial Services (Cyprus)

Coinbase, Inc.; United States; Remote; USD 39,000 - 41,000; Full time

Job summary

Coinbase, Inc. is seeking a seasoned CX leader to oversee a team of agents and QA analysts across phone, chat, and email. You will drive regulatory compliance and quality assurance for CySEC/MiFID standards, translating complex rules into actionable processes and scripts.

The role requires deep experience in financial services CX and willingness to obtain CySEC/MiFID training. Based in Cyprus with availability to support aligned shift patterns, you will partner with Compliance, Legal, AML, and

Qualifications

• 3+ years in customer support or customer experience within financial services or similarly regulated environments.
• Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications.
• Willingness to obtain CySEC certification and MiFID/AML training within a defined timeframe.
• Proven ability to analyze QA data and translate findings into coaching and process improvements.

Responsibilities

• Lead a team of CX agents and QA analysts across phone, chat, and email to drive performance and compliance.
• Own the CX quality assurance framework for Cyprus, including scorecards and calibration sessions.
• Review customer communications for MiFID II and CySEC compliance, including disclosures and risk warnings.
• Collaborate with Compliance, Legal, AML, and Training to convert regulatory requirements into CX processes and knowledge content.
• Manage escalations with root-cause analysis and report KPIs to senior stakeholders with trend insights.

Skills

Team leadership

Quality assurance

Regulatory compliance

MiFID II knowledge

CySEC

Job description

Coinbase, Inc. is seeking a seasoned CX leader to oversee a team of agents and QA analysts across phone, chat, and email. You will drive regulatory compliance and quality assurance for CySEC/MiFID standards, translating complex rules into actionable processes and scripts.

The role requires deep experience in financial services CX and willingness to obtain CySEC/MiFID training. Based in Cyprus with availability to support aligned shift patterns, you will partner with Compliance, Legal, AML, and