Senior Manager, Customer Experience Operations

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We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 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.

Ready to #LiveCrypto? Who you are:

  • You’ve got good vibes. 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 Senior Manager, Customer Experience Operations, you’ll be fully responsible for leading a team of experienced customer support professionals to provide a world class experience for our Retail customers. You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team across multiple locations. You will work with other global leaders, internal stakeholders and BPO partners to achieve a seamless customer experience and scale in a thoughtful, effective way.


What you’ll be doing (ie. job duties):

  • Responsible for leading global Customer Experience Operations responsible for serving our customers across multiple issue types and channels.
  • Manage and lead a high performing support team, anchored by standard methodologies within the financial services and technology industries globally.
  • Be a thought leader for how to provide a world class experience for our customers.
  • Work with senior management across internal support teams, business unit partners and business process outsourcing vendor partners to achieve service level agreements and enable CX innovation.
  • Shape strategy for optimizing existing workflows, operationalizing product and policy launches, and building effective feedback loops.
  • Handle partnerships and serve as an escalation point with various departments within Coinbase, including (but not limited to) product, engineering, legal and security.
  • Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
  • Utilize an in-depth understanding of metrics to drive data-centric business decisions.
  • Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.
  • Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple subject areas.
  • Continuously add value through effective project management, laser focused prioritization and efficient execution.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit
  • Minimum of 6 years of direct management experience.
  • Familiarity with banking regulations, payment processes, compliance, consumer and/or institutional operations.
  • Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
  • Experience with partner management and maintaining cross functional partnerships both vertically and horizontally.
  • Ability to effectively communicate cross functionally and globally.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need).
  • Fluency in spoken and written English 

Nice to haves:

  • Experience in project management, analytics and/or vendor management.
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Proficiency in another language (non-English)

ID: P31631

Commitment to Equal Opportunity

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.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@ coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact accommodations@ coinbase.com for additional information or to request accommodations.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.


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