Supervisor, Customer Success Team
Coinbase
Supervisor, Customer Success Team
Job Description
Responsibilities
- 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.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to drive impactful changes.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
Required Qualifications
- FINRA License series 7 and 63
- FINRA License 24 OR 9 AND 10
- Experienced and passionate people leader with a proven track record of guiding and developing teams.
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
- Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
- Fantastic communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto.
Preferred Qualifications
- FINRA License Series 3, 4, 65, or 66.
- High level of proficiency in cryptocurrency and Coinbase products.
- Advanced degree in business, finance, project management or client experience.
Required Skills
- customer support
- operations
- team leadership
- stakeholder management
- task management
- prioritization
- execution
- investigative mentality
- communication
- Google Suite (Slides, Doc and Sheets)
- presentation preparation
Benefits
- medical
- dental
- vision
- 401(k)
Salary Range
$96305 - $113300 USD
Locations
- US Zone 2 (Job Requisitions Only), United States (Remote)
Salary
96,305 - 113,300 USD / yearly
Skills Required
- customer supportintermediate
- operationsintermediate
- team leadershipintermediate
- stakeholder managementintermediate
- task managementintermediate
- prioritizationintermediate
- executionintermediate
- investigative mentalityintermediate
- communicationintermediate
- Google Suite (Slides, Doc and Sheets)intermediate
- presentation preparationintermediate
Required Qualifications
- FINRA License series 7 and 63 (experience)
- FINRA License 24 OR 9 AND 10 (experience)
- Experienced and passionate people leader with a proven track record of guiding and developing teams. (experience)
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients. (experience)
- Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment. (experience)
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto. (experience)
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation. (experience)
- Fantastic communication skills in order to operate across multiple departments and stakeholders. (experience)
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization. (experience)
- Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto. (experience)
Preferred Qualifications
- FINRA License Series 3, 4, 65, or 66. (experience)
- High level of proficiency in cryptocurrency and Coinbase products. (experience)
- Advanced degree in business, finance, project management or client experience. (experience)
Responsibilities
- 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.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to drive impactful changes.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
Benefits
- general: medical
- general: dental
- general: vision
- general: 401(k)
Tags & Categories
Supervisor, Customer Success Team
Coinbase
Supervisor, Customer Success Team
Job Description
Responsibilities
- 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.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to drive impactful changes.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
Required Qualifications
- FINRA License series 7 and 63
- FINRA License 24 OR 9 AND 10
- Experienced and passionate people leader with a proven track record of guiding and developing teams.
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
- Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
- Fantastic communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto.
Preferred Qualifications
- FINRA License Series 3, 4, 65, or 66.
- High level of proficiency in cryptocurrency and Coinbase products.
- Advanced degree in business, finance, project management or client experience.
Required Skills
- customer support
- operations
- team leadership
- stakeholder management
- task management
- prioritization
- execution
- investigative mentality
- communication
- Google Suite (Slides, Doc and Sheets)
- presentation preparation
Benefits
- medical
- dental
- vision
- 401(k)
Salary Range
$96305 - $113300 USD
Locations
- US Zone 2 (Job Requisitions Only), United States (Remote)
Salary
96,305 - 113,300 USD / yearly
Skills Required
- customer supportintermediate
- operationsintermediate
- team leadershipintermediate
- stakeholder managementintermediate
- task managementintermediate
- prioritizationintermediate
- executionintermediate
- investigative mentalityintermediate
- communicationintermediate
- Google Suite (Slides, Doc and Sheets)intermediate
- presentation preparationintermediate
Required Qualifications
- FINRA License series 7 and 63 (experience)
- FINRA License 24 OR 9 AND 10 (experience)
- Experienced and passionate people leader with a proven track record of guiding and developing teams. (experience)
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients. (experience)
- Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment. (experience)
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto. (experience)
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation. (experience)
- Fantastic communication skills in order to operate across multiple departments and stakeholders. (experience)
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization. (experience)
- Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto. (experience)
Preferred Qualifications
- FINRA License Series 3, 4, 65, or 66. (experience)
- High level of proficiency in cryptocurrency and Coinbase products. (experience)
- Advanced degree in business, finance, project management or client experience. (experience)
Responsibilities
- 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.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to drive impactful changes.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
Benefits
- general: medical
- general: dental
- general: vision
- general: 401(k)
Tags & Categories