Supervisor, Customer Success Team

Coinbase; United States; Remote; GBP 52,000 - 59,000; Full time

Job summary

An innovative firm is seeking a passionate Supervisor for its Customer Success Team. This role involves leading a specialized team to enhance high-value customer experiences and drive impactful changes across the organization. The ideal candidate will have a strong background in customer management, excellent communication skills, and a basic understanding of blockchain technology. Join a dynamic environment where you can make a significant impact and grow alongside talented colleagues. If you're ready to embrace challenges and contribute to a mission-driven organization, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Target Bonus

Equity Options

Qualifications

• 3+ years of experience in customer/account management.
• Passionate about enhancing customer experiences in a fast-paced environment.

Responsibilities

• Supervise and develop a team of customer support analysts.
• Handle customer escalations and advocate for customer needs.

Skills

People Leadership

Customer Support

Stakeholder Management

Communication Skills

Problem Solving

Basic Knowledge of Blockchain

Flexible and Adaptable

Multilingual (English, German, French)

Education

Bachelor's Degree

Advanced Degree in Business or Finance

Tools

Google Suite (Slides, Docs, Sheets)

Job description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

As a Supervisor for the Customer Success Team, you will lead a specialized team of customer-focused 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 in ensuring we deliver an outstanding high-value customer experience globally.

What you’ll be doing (i.e., job duties):

1. Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high-value customers.
2. Provide a best-in-class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
3. Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
4. Model an investigative mentality to help address critical customer issues at the root cause.
5. Represent and advocate for the customer across organizations to drive impactful changes.
6. Champion clear communication with internal and external partners to align on solutions and drive results.
7. Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
8. Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
9. Identify opportunities to enhance the customer’s experience with Coinbase, unlocking potential to adopt additional features, services, and products.
10. Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

What we look for in you (i.e., job requirements):

1. Passionate and skilled people leader.
2. Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
3. Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast-paced environment.
4. Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
5. Experience working with Google Suite (Slides, Docs, and Sheets) + overall presentation preparation.
6. Excellent communication skills to operate across multiple departments and stakeholders.
7. Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
8. Working proficiency in English; multi-lingual in German or French is preferred, including the ability to conduct business in both languages.

Nice to haves:

• High proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management, or client experience.
• Experience hiring and managing international employees.

Job ID: P70254

#LI-Remote

Pay Transparency Notice: The target annual salary for this position ranges from £52,920 to £58,800 GBP. Full-time offers include a target bonus, target equity, and benefits (medical, dental, vision).

Please note that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is committed to diversity and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other protected status. We also consider qualified applicants with criminal histories in accordance with applicable laws. For US applicants, you can view the Know Your Rights notice. Coinbase participates in the E-Verify program where required.

We are also committed to providing reasonable accommodations for individuals with disabilities. If you need an accommodation, please contact us at [e-mail]. For screen reading technology, click here to download a free compatible screen reader, with a step-by-step tutorial.

Data Privacy Notice: Depending on your location, GDPR and CCPA may regulate data management. Our full notice is available here. By submitting your application, you agree to our data processing policies. US applicants also agree to arbitration of disputes as outlined here.