Supervisor, Priority Support

Hospitable.com; Charlotte (NC); On-site; USD 96,000 - 111,000; Full time

Job summary

A leading company in the fintech sector seeks a Billing Operations & Strategy Specialist to lead a specialized team supporting high-value customers. This role involves managing customer service agents, enhancing operational workflows, and resolving escalations, all while advocating for an exceptional customer experience.

Qualifications

• Proven people leader with at least 3 years in customer/account management.
• Basic knowledge of blockchain and crypto.
• Experience in fast-paced enterprise settings.

Responsibilities

• Lead and develop a team of customer service agents.
• Manage initiatives to improve customer satisfaction metrics.
• Resolve complex customer escalations.

Skills

Leadership

Customer Management

Collaboration

Problem Solving

Education

Advanced degree in business, finance, project management, or client experience

Tools

Google Suite

Job description

$96,305 USD per year + target bonus + equity + benefits

About the Role:

Lead a specialized team supporting Coinbase’s highest value customers across multiple communication channels. You’ll drive operational excellence, improve customer experience, handle escalations, and collaborate cross-functionally to enhance workflows and services.

• Lead and develop a team of customer service agents supporting high-value individual and enterprise clients.
• Manage initiatives to streamline operations and improve customer satisfaction metrics (SLAs, productivity, quality).
• Collaborate with Program, Quality, and Training teams to optimize processes.
• Resolve complex customer escalations through coordination with subject matter experts.
• Advocate for customers and drive cross-team alignment on solutions.
• Anticipate customer needs and reduce friction to strengthen trust and adoption.
• Occasionally travel to support onshore/offshore teams.
• Serve as escalation point within the Customer Experience organization for dedicated consumer accounts.

What Coinbase Looks for in You:

• Proven people leader with at least 3 years in enterprise customer/account management/advisory in fast-paced settings.
• Passion for Coinbase’s mission and delivering excellent service to high-value clients.
• Basic blockchain and crypto knowledge (staking, custody, rewards, infrastructure).
• Experience with Google Suite and presentation prep.
• Flexible and adaptable in a fast-growing company.
• Background in Banking, Wealth Management, FinTech, Corporate Finance, or Crypto preferred.

Nice to Have:

• High proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management, or client experience.

Full-time, in-office role with possible weekend and night shifts to support 24/7 operations.

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