Supervisor, Customer Success Team

Details

At Coinbase, our mission is to increase economic freedom in the world by building the emerging on‑chain platform and the future global financial system. This role expects a candidate who is passionate about crypto and blockchain, eager to work with high-caliber colleagues, and comfortable operating in an intense, fast-paced environment. While many roles at Coinbase are remote‑first, this position requires periodic in-person participation and attendance at team and company offsites.

Responsibilities

• Lead a specialized team of high-performing customer support analysts across multiple channels (phone, messaging, email).
• Manage and support initiatives to streamline operations and improve customer experience metrics (SLAs, productivity, quality).
• Collaborate cross-functionally with Program, Quality, and Training teams to improve workflows and processes.
• Provide an outstanding experience for high-value individual and enterprise customers through stakeholder management, prioritization, and execution.
• Handle customer escalations to resolution, coordinating with subject matter specialists as needed.
• Model an investigative, root-cause mindset to address critical customer issues.
• Represent and advocate for customers across the organization 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 dedicated Consumer customer accounts.
• Proactively identify customer needs to simplify the experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance customer adoption of additional features, services, and products.

Requirements

• Must be based within reasonable commuting distance to either the Seattle or San Francisco office and willing to work periodically onsite.
• Experienced and passionate people leader with a proven track record of guiding and developing teams.
• Minimum of 3 years of relevant experience in an enterprise customer/account management/advisory role in a fast-paced environment.
• Motivated by Coinbase’s mission and focused on creating a seamless experience for high-value customers.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience with Google Suite (Slides, Docs, Sheets) and overall presentation preparation.
• Strong communication skills to operate across multiple departments and stakeholders.
• Flexible and adaptable to the evolving needs of a high-growth organization.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech, or Crypto.

Nice to Haves

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

Compensation

• Pay Range (target annual salary): $113,300 — $113,300 USD. Full-time offers also include target bonus, target equity, and benefits (medical, dental, vision, 401(k), etc.).

Benefits

• Medical, dental, and vision plans with generous employee contributions
• Health Savings Account with company contributions
• Disability and life insurance
• 401(k) plan with company match
• Wellness stipend, mobile/internet reimbursement, connections stipend
• Volunteer time off, fertility counseling and benefits
• Generous time off / leave policy
• Option to get paid in digital currency

Additional Information

• Position ID: P69089
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities. For select roles Coinbase pilots AI tools for initial screening interviews; human recruiters review interview responses and Coinbase will not use AI to make final employment decisions.