# Supervisor, Customer Success Team (Remote-Cyprus)

**Company**: Coinbase
**Location**: Remote - Cyprus
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: €36.100-€36.100 EUR
**Category**: Finance
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/coinbase/jobs/7759744
**Canonical**: https://yubhub.co/jobs/job_e15fe162-5b7

## Description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world.

We're seeking a Supervisor, Customer Success Team to join our team in Cyprus.

As a Supervisor, Customer Success Team, you will lead a team focused on monitoring and improving the quality and regulatory compliance of all customer communications, acting as a key line of defence to ensure interactions are clear, fair, not misleading, and fully aligned with CySEC / MiFID requirements.

Ownership & impact

In this role, you will:

- Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions.

- Own the CX quality assurance framework for Cyprus , including scorecards, sampling methodology, and calibration processes , and drive continuous improvement in quality and compliance metrics.

- Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice).

- Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.

- Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.

- Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations.

- Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence.

- Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.

Minimum qualifications

- 3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.

- 1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.

- Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling).

- Holds (or is willing to obtain within a defined timeframe) relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training as required for the role.

- Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influence cross-functional partners.

- High attention to detail, strong analytical skills, and comfort working with metrics, QA data, and trends.

- Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.

- Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

Nice to haves

- Prior experience in a MiFID-regulated CX / QA / Compliance monitoring role (e.g., investment firm, broker, bank, CySEC-regulated entity).

- Advanced CySEC certifications and/or AML/Compliance qualifications.

- Experience supporting crypto, trading, or brokerage products, and familiarity with Coinbase products.

- Fluency in Greek or additional EU languages.

Position ID: P76422 #LI-Remote

## Skills

### Required
- Customer Support
- Customer Experience
- Financial Services
- Brokerage
- Trading
- Payments
- Regulatory Compliance
- MiFID II
- CySEC
- Conduct-of-Business Requirements
- Client Communications
- Disclosures
- Complaints Handling
- Quality Assurance
- Sampling Methodology
- Calibration Processes
- Communication Record-Keeping
- Evidence
- Root-Cause Analysis
- Remediation
- KPIs
- Trends
- Risks
- Proposed Improvements