Supervisor, Executive Escalation Support

Details

As a Supervisor for the Executive Escalation Support Team at Coinbase you will lead a specialized team of customer-focused support analysts who own high-value customer relationships essential to Coinbase's mission. You will use customer support, operations, and team leadership skills to ensure delivery of an outstanding experience for high-value individual and enterprise clients globally. The role is remote-first with in-person participation expected throughout the year for team and company offsites and occasional onshore/offshore travel.

Responsibilities

• Supervise, coach, develop, and performance manage a team of analysts who respond to requests directly from Executive, Legal, and Communications teams.
• Provide best-in-class customer experience through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, including collaboration with subject matter specialists across teams.
• 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.
• Proactively identify customer needs to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance the customer experience and unlock adoption of additional features, services, and products.
• Occasionally travel to onshore and offshore locations to train new analysts.

Requirements

• Passionate and skilled people leader with a minimum of 3 years of people management experience in a customer support/escalations management role in a fast-paced environment.
• Motivated by Coinbase’s mission and focused on creating a seamless experience for high-value individual and enterprise clients.
• 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 the evolving needs of a high-growth and fast-paced organization.
• Working proficiency in English.
• Comfortable working on shift hours.

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.
• Experience handling executive escalations.

Pay & Benefits

• Pay Range: SGD 104,000 — SGD 104,000 (target annual salary). Full-time offers also include bonus eligibility, equity eligibility, and benefits (including medical, dental, and vision).
• Benefits include: Group Medical Insurance (100% for employees and dependants), Dental insurance (100% for employees and dependants), Travel Medical Policy – Global Traveler, Employee Stock Purchase Plan (ESPP), Wellness Stipend, Mobile/Internet Reimbursement, Connections Stipend, Learning & Development Allowance, Employee Assistance Program, Fertility Benefits, and Generous Time Off/Leave Policy.

Additional Information

• Role is remote-first but not remote-only; in-person participation is required throughout the year for offsites and other events.
• Occasional travel to onshore and offshore locations may be required.
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.
• Candidates may submit a maximum of four applications within any 30-day period.