Customer Support Supervisor
Coinbase
Customer Support Supervisor
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)
Tags & Categories
Customer Support Supervisor
Coinbase
Customer Support Supervisor
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)
Tags & Categories