Supervisor, Executive Escalation Support

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.

This role sits on the Executive Escalation Support Team. You will lead a specialized team of customer-focused support analysts who own high-value customer relationships that are essential to Coinbase achieving its mission. Using customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high-value customer experience globally.

Responsibilities

• Supervise (coach, develop, performance manage) a team of analysts who respond to requests directly from Executive, Legal and Communications teams.
• Provide a best-in-class experience for customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, collaborating across teams of subject matter specialists as needed.
• 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.
• 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.

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 people management experience in a customer support/escalations management 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.
• 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.

Work Arrangement & Other Details

• Remote-first role (listed #LI-Remote). While many roles at Coinbase are remote-first, they are not remote-only — in-person participation is required throughout the year; team and company-wide offsites are held multiple times annually and attendance is expected.
• Occasional travel to onshore and offshore locations for training is required.
• Job code: P72487.

Pay & Compensation

• Pay Range (target annual salary): $104,000 — $104,000 SGD. Full-time offers also include target bonus, target equity, and benefits (medical, dental, vision).

Benefits

• Group medical insurance covered at 100% for employees and dependents.
• Dental insurance covered at 100% for employees and dependents.
• 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.
• Generous time off/leave policy.

Additional Notes

• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.
• Applicants may submit a maximum of four applications within any 30-day period.
• For select roles, Coinbase may pilot AI tools for initial screening interviews; humans will review interview responses and AI will not make employment decisions.