Supervisor, Customer Success Team

Details

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

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, Coinbase is seeking a candidate who is passionate about the mission and the power of crypto and blockchain technology, who relishes working with high-caliber colleagues, who seeks feedback to level up, and who will run towards solving the company’s hardest problems. The company is remote-first but not remote-only; in-person participation (team and company-wide offsites) is required throughout the year.

As a Supervisor for the Customer Success Team, you will lead a specialized team of customer-focused support analysts who own high-value customer relationships essential to Coinbase achieving its mission. Using customer support, operations, and team leadership skills, you will play a crucial role ensuring an outstanding high-value customer experience globally.

Responsibilities

• Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high-value customers.
• Provide a best-in-class experience for customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance the customer experience with Coinbase, unlocking potential to adopt additional features, services, and products.
• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

Requirements

• Passionate and skilled people leader.
• Motivated by Coinbase’s mission and creating a seamless experience for highest value individual and enterprise clients.
• Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast-paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Docs and Sheets) and overall presentation preparation.
• Fantastic communication skills to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Working proficiency in English; multilingual (German or French) is preferred, including ability to conduct business in those languages.

Nice to haves

• High level of proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management or client experience.
• Experience hiring and managing international employees.

Compensation & Additional Info

• Pay Transparency Notice: The target annual salary for this position is listed below. Full-time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
• Pay Range: €61.800 — €61.800 EUR
• Job ID: P72835
• #LI-Remote

Benefits

• Medical Insurance covered at 100% for employees and dependants
• Dental Insurance covered at 100% for employees and 50% for dependants
• Vision insurance covered at 100% for employees and dependants
• Life Assurance Benefit
• Pension Scheme
• Long Term Disability Benefit
• Bike to Work Scheme
• Employee Stock Purchase Plan (ESPP)
• Travel Medical Policy - Global Traveler
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Fertility Benefits
• Generous Time off/Leave Policy