Description
Ready to do the most impactful work of your career?
At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits.
As a Customer Support Supervisor on the Customer Experience team, you'll lead a team of support agents delivering seamless service to Coinbase's global customer base across phone, messaging, and email channels. You'll own your team's performance against key operational metrics, including contacts handled, first contact resolution, and quality scores, while partnering with Workforce Management, Quality, and Training to continuously raise the bar.
Responsibilities
- Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business
- Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
- Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence
- Drive operational initiatives that improve customer experience metrics and reduce friction across support channels
- Execute performance management processes including documentation, corrective action, and compliance follow-through
Requirements
- 6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment
- Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role
- Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
- Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Benefits
- Target annual base salary: ₱1,591,400-₱1,591,400 PHP
- Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision)