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. We’re building the emerging on‑chain platform and the future global financial system. This role is for a Supervisor on the Customer Success Team who will lead a specialized team of support analysts managing high-value customer relationships. The position requires periodic onsite work in either the Seattle or San Francisco office and expects attendance at team and company offsites.

Responsibilities

• Lead a team of high-performing customer service agents across multiple channels (phone, messaging, email).
• Manage and support initiatives to streamline operations and improve customer experience metrics; achieve SLAs, productivity and quality metrics for your line of business/team members.
• Collaborate cross-functionally with Program, Quality and Training teams to improve workflows and processes.
• Provide best-in-class experience for high-value customers through stakeholder management, task management, prioritization, and efficient execution.
• Handle customer escalations to resolution, collaborating across subject matter specialists.
• Model an investigative mentality to 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 to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance customers’ experience and drive adoption of additional features, services, and products.

Requirements

• This role requires periodic onsite work in either our Seattle OR San Francisco office; candidates must be based within a reasonable commuting distance to one of these locations and willing to fulfill onsite requirements.
• Experienced and passionate people leader with a proven track record of guiding and developing teams.
• Motivated by Coinbase’s mission and focused on delivering a seamless experience for high-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, Sheets) and preparing presentations.
• Fantastic communication skills to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet evolving needs of a high-growth, fast-paced 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 & additional details

• Position ID: P69089
• Pay Range (target annual salary, depending on work location): $113,300 — $113,300 USD. Full-time offers may include target bonus, target equity, and benefits (medical, dental, vision, 401(k)).
• Coinbase is remote-first but not remote-only; in-person participation is required throughout the year. Team and company offsites are held multiple times annually.
• Coinbase is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.

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 receive pay in digital currency

Notes

• Candidates may submit a maximum of four applications within any 30-day period.
• Coinbase pilots select AI tools for initial screening interviews and interview intelligence; humans review interview responses and AI is not used to make employment decisions.