Senior Programme Manager, JP 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.
The Customer Experience (CX) Team is responsible for developing and delivering best in class support across multiple customer segments. As a member of the International CX team, you will serve as the program leader for Japanese customer support. You will partner with the Coinbase Product Team to ensure Customer Support Readiness, as well as JP Operations to improve support provided to customers. Your exceptional project organization and strategic program management skills will allow you to define the requirements for the customer support experience and deliver on a broad roadmap of projects across launch readiness, as well as continuous Improvement. Your deep analytic skills, strong business judgment, and relentless focus on the customer will make you critical as you prioritize initiatives, identify gaps in process and performance, and remove barriers to execute.
What you’ll be doing (ie. job duties):
- Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the customer experience, bug resolution and feature request development.
- Partner with cross functional stakeholders to make critical decisions regarding product strategy & implementation by providing recommendations based on your knowledge of CX’s operational capabilities, customer pain points and needs.
- Partner with Product, Engineering & Design during the ideation phase of new product launches and provide recommendations on how to design new features in a way that puts the customer first.
- Create detailed post-launch reports which provide cross functional team members with insights into feature requests, bugs, feedback and overall customer sentiment.
- Serve as the subject matter expert within the CX organization for your product surfaces.
- Use data and customer anecdotes to find opportunities for new customer facing features and provide those insights to product and engineering teams.
- Scale existing customer insight processes within to create a cycle of continuous improvement for our products.
- Demonstrated analytical and quantitative skills and ability to use hard data and metrics to back up assumptions and develop business cases
- Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for client success.
What we look for in you (ie. job requirements):
- Bachelor's degree from an accredited university
- 5+ years in program management preferably working with technical product/ops integrations
- Demonstrated data-driven decision making or quantitative analysis skills
- Excellent communication skills, ability to simplify complex topics for broad audiences
- Experience working with cross-functional teams
- Ability to thrive in ambiguous environments
- Excited about unlocking the cryptoeconomy
- MBA or Master’s Degree in a related field (preferred)
Job ID: P35911
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[at]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).
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.