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.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Supervisor for 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 your 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 the Executive, Legal and Communication teams, and who work on highly complex incidents and product bugs.
• Serve as an escalation point for analysts to lead in high complexity incidents and support in advanced troubleshooting for bugs.
• Provide a best-in-class experience for customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Create and maintain monitoring metrics focused on the end result of resolving customer issues.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to prioritize and implement fixes for impactful escalations, bugs and incidents.
• 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.
• Conduct deep data analysis to identify recurring themes and trends in bug and incident reports; develop strategic processes and frameworks to proactively prevent incidents and improve resolution rates; communicate findings and recommendations to stakeholders through regular reporting and updates.
• Serve as on-call when needed for incident response.
• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

Requirements

• This role requires full-time, in-office presence at our Manila location.
• Minimum 3 years of direct people management experience within the Customer Support/Escalations space.
• Minimum 1 year of incident management experience.
• Motivated by Coinbase’s mission and creating a seamless experience for high-value individual and enterprise clients.
• Proven experience in customer experience management or incident management within 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.
• Strong analytical skills with demonstrated ability to analyze complex datasets and identify actionable insights; ability to solve problems through process optimization and workflow design; proactive mindset focused on continuous improvement and customer advocacy.
• Proven track record of solving customer issues with systemic changes and influence in an organization.

Nice to Haves

• High level of proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management or client experience.
• Experience with bug-tracking and incident management tools such as Jira or Zendesk.
• Technical proficiency in data analysis tools like SQL, Tableau, or Looker.
• Previous work experience in a technology-focused or fintech company.
• Experience hiring and managing international employees.

Benefits

• Target annual salary plus bonus eligibility, equity eligibility, and benefits (including medical, dental, and vision).
• Medical & Dental insurance covered at 100% for employees and dependants.
• Group Personal Accidental Insurance and Group Term Life Insurance (24x basic monthly salary).
• Wellness stipend, mobile/internet reimbursement, connections stipend, learning and development allowance, employee assistance program, travel medical policy, travel fertility benefits, generous time off/leave policy.

Pay Range

• ₱1,699,550 per year (target/full-time range as listed)

P72935

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