Resume and JobRESUME AND JOB
Coinbase logo

Customer Support Supervisor

Coinbase

Customer Support Supervisor

Coinbase logo

Coinbase

full-time

Posted: October 21, 2024

Number of Vacancies: 1

Job Description

Responsibilities

  • Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
  • Provide leadership mentorship based on industry best methodologies and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective project management, dedicated prioritization and efficient execution.
  • Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Required Qualifications

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 3 years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Subject matter expertise and interest in the crypto ecosystem.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • 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

  • customer support
  • operations
  • team management
  • people management
  • scaling teams
  • metrics to make business decisions
  • project management
  • communication skills (written and verbal)
  • simplify complex topics
  • Google apps
  • JIRA
  • Salesforce Service Cloud

Benefits

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

Salary Range

$1591400 - $1591400 PHP

Locations

  • Philippines, United States (Remote)

Salary

1,591,400 - 1,591,400 PHP / yearly

Skills Required

  • customer supportintermediate
  • operationsintermediate
  • team managementintermediate
  • people managementintermediate
  • scaling teamsintermediate
  • metrics to make business decisionsintermediate
  • project managementintermediate
  • communication skills (written and verbal)intermediate
  • simplify complex topicsintermediate
  • Google appsintermediate
  • JIRAintermediate
  • Salesforce Service Cloudintermediate

Required Qualifications

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base. (experience)
  • Minimum of 6 years of relevant experience in financial services, technology and/or customer support. (experience)
  • Minimum of 3 years of people management experience in an operations environment. (experience)
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat. (experience)
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. (experience)
  • Subject matter expertise and interest in the crypto ecosystem. (experience)
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization. (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

  • Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
  • Provide leadership mentorship based on industry best methodologies and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective project management, dedicated prioritization and efficient execution.
  • Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Benefits

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

Target Your Resume for "Customer Support Supervisor" , Coinbase

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Tags & Categories

Customer ExperienceCryptocurrencyBlockchainFinanceCryptoWeb3Customer Experience

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Coinbase logo

Customer Support Supervisor

Coinbase

Customer Support Supervisor

Coinbase logo

Coinbase

full-time

Posted: October 21, 2024

Number of Vacancies: 1

Job Description

Responsibilities

  • Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
  • Provide leadership mentorship based on industry best methodologies and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective project management, dedicated prioritization and efficient execution.
  • Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Required Qualifications

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 3 years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Subject matter expertise and interest in the crypto ecosystem.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • 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

  • customer support
  • operations
  • team management
  • people management
  • scaling teams
  • metrics to make business decisions
  • project management
  • communication skills (written and verbal)
  • simplify complex topics
  • Google apps
  • JIRA
  • Salesforce Service Cloud

Benefits

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

Salary Range

$1591400 - $1591400 PHP

Locations

  • Philippines, United States (Remote)

Salary

1,591,400 - 1,591,400 PHP / yearly

Skills Required

  • customer supportintermediate
  • operationsintermediate
  • team managementintermediate
  • people managementintermediate
  • scaling teamsintermediate
  • metrics to make business decisionsintermediate
  • project managementintermediate
  • communication skills (written and verbal)intermediate
  • simplify complex topicsintermediate
  • Google appsintermediate
  • JIRAintermediate
  • Salesforce Service Cloudintermediate

Required Qualifications

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base. (experience)
  • Minimum of 6 years of relevant experience in financial services, technology and/or customer support. (experience)
  • Minimum of 3 years of people management experience in an operations environment. (experience)
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat. (experience)
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. (experience)
  • Subject matter expertise and interest in the crypto ecosystem. (experience)
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization. (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

  • Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone).
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level.
  • Provide leadership mentorship based on industry best methodologies and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective project management, dedicated prioritization and efficient execution.
  • Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Benefits

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

Target Your Resume for "Customer Support Supervisor" , Coinbase

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

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

Check Your ATS Score for "Customer Support Supervisor" , 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.