Supervisor, Executive Escalation Support

Details

As a Supervisor on 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 an outstanding experience for high-value individual and enterprise clients, drive incident resolution, and influence cross-functional fixes for impactful escalations and product bugs.

Responsibilities

• Supervise, coach, develop, and performance-manage a team of analysts responding to requests from Executive, Legal, and Communications teams and working on highly complex incidents and product bugs.
• Serve as an escalation point for analysts on high-complexity incidents and provide advanced troubleshooting for bugs.
• Provide best-in-class customer experience through stakeholder management, task management, decisive prioritization, and efficient execution.
• Create and maintain monitoring metrics focused on resolving customer issues and model an investigative mentality to address root causes.
• Represent and advocate for the customer across organizations to prioritize and implement fixes for escalations, bugs, and incidents.
• Serve as an escalation point for the broader Customer Experience organization and be available on-call when needed for incident response.
• Proactively identify customer needs to simplify the customer experience, reduce friction, and strengthen trust in Coinbase; identify opportunities to drive adoption of additional features and services.
• Conduct deep data analysis to identify recurring themes and trends in bug and incident reports; develop processes and frameworks to prevent incidents and improve resolution rates.
• Communicate findings, recommendations, and progress to stakeholders through regular reporting and updates.
• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

Requirements

• This role requires full-time, in-office presence at Coinbase's Philippines Centre of Excellence office in Manila, Philippines.
• Minimum 3 years of direct people management experience within Customer Support/Escalations.
• Minimum 1 year of incident management experience.
• Proven experience in customer experience management or incident management within a fast-paced environment.
• Working proficiency in English and strong communication skills to operate across multiple departments and stakeholders.
• Strong analytical skills with demonstrated ability to analyze complex datasets and identify actionable insights; ability to solve problems through process optimization and workflow design.
• Experience with Google Suite (Slides, Docs, Sheets) and presentation preparation.
• Basic knowledge of blockchain concepts, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Proven track record of solving customer issues via systemic changes and organizational influence.
• Flexible and adaptable to the evolving needs of a high-growth, fast-paced 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 experience in a technology-focused or fintech company.
• Experience hiring and managing international employees.

Compensation & Additional Info

• Pay Range (target annual salary): ₱1,699,550 PHP.
• Full-time offers also include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, and more).
• Job code: P72935. #LI-Onsite
• Coinbase expects in-person participation throughout the year; team and company-wide offsites are held multiple times annually and attendance is expected and supported.

Benefits

• Medical & Dental insurance covered at 100% for employees and dependents
• Group Personal Accidental Insurance and Group Term Life Insurance
• Wellness stipend, mobile/internet reimbursement, connections stipend
• Learning and development allowance, employee assistance program
• Travel medical policy (Global Traveler) and travel fertility benefits
• Generous time off / leave policy

Equal Opportunity & Privacy

Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities. The role is subject to Coinbase's applicant privacy notice and other candidate policies referenced in the original posting.