Director, Quality Assurance (Customer Support)
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.
Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.
Ready to #LiveCrypto? Who you are:
- You’ve got positive energy. You’re optimistic about the future and determined to get there.
- You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
- You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
- You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
- You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
As a Director on the QA team in Customer Experience, you will lead a team of passionate and crypto forward managers, leads and analysts. You will be responsible for the delivery and governance of a quality management system that meets the needs of an ever evolving business whilst remaining compliant. You will positively impact our mission by upholding the integrity of quality data and utilising QA to develop strong feedback loops for continuous improvement. To be successful in this role you will need to be quick to learn the business, have an enthusiastic, positive attitude, and strong knowledge of Quality best practices.
What you’ll be doing (ie. job duties):
- Build and develop a team of QA managers responsible for quality management across different process domains such as NFT, content moderation, commerce and developer ops
- Provide thought leadership and strategy for the QA Ecosystem team and define and deliver against OKRs
- Partner with stakeholders in operations, analytics, technology and L&D to drive process improvement initiatives that improve the customer experience and efficiency of work
- Collaborate with compliance and legal to ensure our QA methodology is compliant and we remain the most trusted in the crypto ecosystem
- Ensure top talent is in every seat by effectively hiring, managing and developing a global high performing team
- Utilize data to provide insights that will drive the strategy of the QA Program and influence stakeholders
- Work closely with QA Leadership and Senior Operations on developing quality performance metrics and goal attainment
What we look for in you (ie. job requirements):
- 10+ years of experience in customer support, quality management and/or financial services
- 5+ years of people management experience
- Experience in content moderation across social platforms
- Experience in creating QA strategies and scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Passionate about delivering exceptional customer support
- Travel requirements up to 10% to Coinbase offices and vendor locations based on business need.
Nice to haves:
- Advanced degree or equivalent in business, finance or CX
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
- Six Sigma/COPC Certified
Sound cool? Let's work together.
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $225,250 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
ID: P35695
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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