Associate Manager, Customer Support
Coinbase
Associate Manager, Customer Support
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)
Tags & Categories
Associate Manager, Customer Support
Coinbase
Associate Manager, Customer Support
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)
Tags & Categories