Customer Support Supervisor (Social Media Support)
Coinbase
Customer Support Supervisor (Social Media Support)
Job Description
Responsibilities
- Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
- Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Utilize an in-depth understanding of metrics to drive data-backed business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Required Qualifications
- Customer obsessed, 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.
- Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
- Proficient in navigating and utilizing Sprinklr tools and features effectively.
- 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, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
- Willing to work from an office at Hyderabad, India
Preferred Qualifications
- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
- Experience in project management, analytics or quality assurance.
- Degree in business, finance, customer experience and/or blockchain.
- Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.
Required Skills
- People management
- Social media support
- Sprinklr
- Metrics analysis
- Performance coaching
- Workforce management
- Salesforce
- Slack
- G-Suite
- Confluence
- Looker
- Amazon Web Services (AWS)
- Communication skills
- Organizational skills
- Time management
- Project management
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, and vision)
Salary Range
$2317500 - $2317500 INR
Locations
- Office - Hyderabad, India, United States
Salary
2,317,500 - 2,317,500 INR / yearly
Skills Required
- People managementintermediate
- Social media supportintermediate
- Sprinklrintermediate
- Metrics analysisintermediate
- Performance coachingintermediate
- Workforce managementintermediate
- Salesforceintermediate
- Slackintermediate
- G-Suiteintermediate
- Confluenceintermediate
- Lookerintermediate
- Amazon Web Services (AWS)intermediate
- Communication skillsintermediate
- Organizational skillsintermediate
- Time managementintermediate
- Project managementintermediate
Required Qualifications
- Customer obsessed, 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)
- Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store. (experience)
- Proficient in navigating and utilizing Sprinklr tools and features effectively. (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, verbal, and in presentation format), ability to simplify complex topics for broad audiences. (experience)
- Willing to work from an office at Hyderabad, India (experience)
Preferred Qualifications
- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. (experience)
- Experience in project management, analytics or quality assurance. (experience)
- Degree in business, finance, customer experience and/or blockchain. (experience)
- Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud. (experience)
Responsibilities
- Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
- Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Utilize an in-depth understanding of metrics to drive data-backed business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, and vision)
Tags & Categories
Customer Support Supervisor (Social Media Support)
Coinbase
Customer Support Supervisor (Social Media Support)
Job Description
Responsibilities
- Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
- Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Utilize an in-depth understanding of metrics to drive data-backed business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Required Qualifications
- Customer obsessed, 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.
- Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
- Proficient in navigating and utilizing Sprinklr tools and features effectively.
- 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, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
- Willing to work from an office at Hyderabad, India
Preferred Qualifications
- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
- Experience in project management, analytics or quality assurance.
- Degree in business, finance, customer experience and/or blockchain.
- Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.
Required Skills
- People management
- Social media support
- Sprinklr
- Metrics analysis
- Performance coaching
- Workforce management
- Salesforce
- Slack
- G-Suite
- Confluence
- Looker
- Amazon Web Services (AWS)
- Communication skills
- Organizational skills
- Time management
- Project management
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, and vision)
Salary Range
$2317500 - $2317500 INR
Locations
- Office - Hyderabad, India, United States
Salary
2,317,500 - 2,317,500 INR / yearly
Skills Required
- People managementintermediate
- Social media supportintermediate
- Sprinklrintermediate
- Metrics analysisintermediate
- Performance coachingintermediate
- Workforce managementintermediate
- Salesforceintermediate
- Slackintermediate
- G-Suiteintermediate
- Confluenceintermediate
- Lookerintermediate
- Amazon Web Services (AWS)intermediate
- Communication skillsintermediate
- Organizational skillsintermediate
- Time managementintermediate
- Project managementintermediate
Required Qualifications
- Customer obsessed, 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)
- Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store. (experience)
- Proficient in navigating and utilizing Sprinklr tools and features effectively. (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, verbal, and in presentation format), ability to simplify complex topics for broad audiences. (experience)
- Willing to work from an office at Hyderabad, India (experience)
Preferred Qualifications
- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. (experience)
- Experience in project management, analytics or quality assurance. (experience)
- Degree in business, finance, customer experience and/or blockchain. (experience)
- Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud. (experience)
Responsibilities
- Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
- Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Utilize an in-depth understanding of metrics to drive data-backed business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, and vision)
Tags & Categories