Supervisor, Payments Risk

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 Payments Risk Supervisor at Coinbase, you will ensure the integrity and security of our payment systems by managing fraud risk, handling escalated cases, and implementing improvements in operational workflows. You will provide timely coaching to team members based on their performance against quality & productivity metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows.

Responsibilities

• Lead a team of high performing 15 Payments Risk analysts
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
• Achieve SLAs, productivity and quality metrics for your line of business/team members
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes
• Manage and support initiatives aimed at preventing chargebacks, customer appeals and balanced enforcement measures
• Utilize an in-depth understanding of Payments Risk metrics to drive data-backed business decisions
• Ensure compliance with fraud detection guidelines and conduct regular audits
• Leverage data to identify product gaps and operational inefficiencies
• Continuously add value through effective project management, dedicated prioritization and efficient execution

Requirements

• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base
• 6+ years combating fraud in e-commerce or financial services
• BA/BS degree or equivalent practical experience
• Minimum of 3 years of people management experience in an operations environment
• Strong analytical skills and functional knowledge of common fraud patterns
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment
• Willing to work from an office at Hyderabad, India

Nice to haves

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support
• Experience in project management, analytics or quality assurance
• Degree in business, finance, customer experience and/or blockchain
• Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud

Tools & Technologies

Familiarity with Maestro QA, Salesforce, Slack, G-Suite (Google Workspace), Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

Compensation

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Pay Range: ₹2,454,000 — ₹2,454,000 INR

Benefits

• Medical insurance including Dental & Vision for employees and dependants
• Group Personal Accidental Insurance
• Group Term Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy – Global Traveler
• Fertility Benefits
• Generous Time Off/Leave Policy