Resume and JobRESUME AND JOB
Coinbase logo

Associate Manager, Customer Support

Coinbase

Associate Manager, Customer Support

Coinbase logo

Coinbase

full-time

Posted: November 7, 2025

Number of Vacancies: 1

Job Description

Responsibilities

  • Lead a team of high performing customer service specialists/supervisors across multiple processes or channels (Eg. phone, messaging, email)
  • Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve SLAs, productivity and quality metrics for your line of business/team members.
  • Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions.
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Specialists as business needs necessitate
  • Participate in the interview and selection process for new customer support supervisors

Required Qualifications

  • This role requires full-time, in-office presence at our Manila location.
  • Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 5 years of people management experience in an operations environment.
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
  • Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
  • Willing to work from an office at Manila, Philippines

Preferred Qualifications

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Advanced experience in project management, analytics or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Required Skills

  • People management
  • Metrics analysis
  • Data-driven decision making
  • Communication (written and verbal)
  • Organizational and time management
  • Proactivity and bias for action
  • Collaboration
  • Leadership and mentorship
  • Maestro QA
  • Salesforce
  • Slack
  • G-Suite
  • Confluence
  • Looker
  • Amazon Web Services (AWS)

Benefits

  • bonus eligibility
  • equity eligibility
  • benefits (including medical, dental, and vision)

Salary Range

$2652300 - $2652300 PHP

Locations

  • Manila, Manila, Philippines, Office-Manila, Philippines, United States

Salary

2,652,300 - 2,652,300 PHP / yearly

Skills Required

  • People managementintermediate
  • Metrics analysisintermediate
  • Data-driven decision makingintermediate
  • Communication (written and verbal)intermediate
  • Organizational and time managementintermediate
  • Proactivity and bias for actionintermediate
  • Collaborationintermediate
  • Leadership and mentorshipintermediate
  • Maestro QAintermediate
  • Salesforceintermediate
  • Slackintermediate
  • G-Suiteintermediate
  • Confluenceintermediate
  • Lookerintermediate
  • Amazon Web Services (AWS)intermediate

Required Qualifications

  • This role requires full-time, in-office presence at our Manila location. (experience)
  • Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base. (experience)
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support. (experience)
  • Minimum of 5 years of people management experience in an operations environment. (experience)
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions (experience)
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. (experience)
  • Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity (experience)
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines (experience)
  • Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment. (experience)
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day (experience)
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences (experience)
  • Willing to work from an office at Manila, Philippines (experience)

Preferred Qualifications

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. (experience)
  • Advanced experience in project management, analytics or quality assurance. (experience)
  • Advanced degree in business, finance, customer experience and/or blockchain. (experience)
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. (experience)

Responsibilities

  • Lead a team of high performing customer service specialists/supervisors across multiple processes or channels (Eg. phone, messaging, email)
  • Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve SLAs, productivity and quality metrics for your line of business/team members.
  • Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions.
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Specialists as business needs necessitate
  • Participate in the interview and selection process for new customer support supervisors

Benefits

  • general: bonus eligibility
  • general: equity eligibility
  • general: benefits (including medical, dental, and vision)

Target Your Resume for "Associate Manager, Customer Support" , Coinbase

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Tags & Categories

Customer ExperienceCryptocurrencyBlockchainFinanceCryptoWeb3Customer Experience

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Coinbase logo

Associate Manager, Customer Support

Coinbase

Associate Manager, Customer Support

Coinbase logo

Coinbase

full-time

Posted: November 7, 2025

Number of Vacancies: 1

Job Description

Responsibilities

  • Lead a team of high performing customer service specialists/supervisors across multiple processes or channels (Eg. phone, messaging, email)
  • Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve SLAs, productivity and quality metrics for your line of business/team members.
  • Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions.
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Specialists as business needs necessitate
  • Participate in the interview and selection process for new customer support supervisors

Required Qualifications

  • This role requires full-time, in-office presence at our Manila location.
  • Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 5 years of people management experience in an operations environment.
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
  • Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
  • Willing to work from an office at Manila, Philippines

Preferred Qualifications

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Advanced experience in project management, analytics or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Required Skills

  • People management
  • Metrics analysis
  • Data-driven decision making
  • Communication (written and verbal)
  • Organizational and time management
  • Proactivity and bias for action
  • Collaboration
  • Leadership and mentorship
  • Maestro QA
  • Salesforce
  • Slack
  • G-Suite
  • Confluence
  • Looker
  • Amazon Web Services (AWS)

Benefits

  • bonus eligibility
  • equity eligibility
  • benefits (including medical, dental, and vision)

Salary Range

$2652300 - $2652300 PHP

Locations

  • Manila, Manila, Philippines, Office-Manila, Philippines, United States

Salary

2,652,300 - 2,652,300 PHP / yearly

Skills Required

  • People managementintermediate
  • Metrics analysisintermediate
  • Data-driven decision makingintermediate
  • Communication (written and verbal)intermediate
  • Organizational and time managementintermediate
  • Proactivity and bias for actionintermediate
  • Collaborationintermediate
  • Leadership and mentorshipintermediate
  • Maestro QAintermediate
  • Salesforceintermediate
  • Slackintermediate
  • G-Suiteintermediate
  • Confluenceintermediate
  • Lookerintermediate
  • Amazon Web Services (AWS)intermediate

Required Qualifications

  • This role requires full-time, in-office presence at our Manila location. (experience)
  • Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base. (experience)
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support. (experience)
  • Minimum of 5 years of people management experience in an operations environment. (experience)
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions (experience)
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. (experience)
  • Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity (experience)
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines (experience)
  • Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment. (experience)
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day (experience)
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences (experience)
  • Willing to work from an office at Manila, Philippines (experience)

Preferred Qualifications

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. (experience)
  • Advanced experience in project management, analytics or quality assurance. (experience)
  • Advanced degree in business, finance, customer experience and/or blockchain. (experience)
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. (experience)

Responsibilities

  • Lead a team of high performing customer service specialists/supervisors across multiple processes or channels (Eg. phone, messaging, email)
  • Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve SLAs, productivity and quality metrics for your line of business/team members.
  • Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions.
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Specialists as business needs necessitate
  • Participate in the interview and selection process for new customer support supervisors

Benefits

  • general: bonus eligibility
  • general: equity eligibility
  • general: benefits (including medical, dental, and vision)

Target Your Resume for "Associate Manager, Customer Support" , Coinbase

Get personalized recommendations to optimize your resume specifically for Associate Manager, Customer Support. Takes only 15 seconds!

AI-powered keyword optimization
Skills matching & gap analysis
Experience alignment suggestions

Check Your ATS Score for "Associate Manager, Customer Support" , Coinbase

Find out how well your resume matches this job's requirements. Get comprehensive analysis including ATS compatibility, keyword matching, skill gaps, and personalized recommendations.

ATS compatibility check
Keyword optimization analysis
Skill matching & gap identification
Format & readability score

Tags & Categories

Customer ExperienceCryptocurrencyBlockchainFinanceCryptoWeb3Customer Experience

Related Jobs You May Like

No related jobs found at the moment.