Sr. Program Manager - Customer Support
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.
The Customer Experience (CX) Team is responsible for developing and delivering best in class support across multiple customer segments. As a member of the CX team the Sr. Program Manager - Customer Support Experience, you will serve as the nerve center between Coinbase Product Team and Customer Support Readiness. 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 judgement, 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):
- In partnership with our Product, Engineering and Design teams, you will create the requirements and integrate new products and services into support operations.
- Use data and customer anecdotes to identify 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.
- Owner of a crypto customer support program within CX. You’ll help shape KPIs and build this function from the ground up.
- 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.
- Dive deep in understanding the product, our business, and the competitive landscape to deliver best in class customer support experiences.
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)
- Expertise in blockchain technology and a deep understanding of cryptocurrencies is preferred.
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 $144,500 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
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