Associate Manager, Customer Support

5 days ago

Hyderabad City Taluka, Pakistan Coinbase Full time

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.

As an Associate Manager, your primary role will be to manage a team of customer support agents. You will be responsible for your team's performance as measured by key operational metrics, including contacts handled, first contact resolution rates, and quality scores. You will coach team members in a timely manner based on their performance against these metrics. Additionally, you will work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts. This may include participating in interviews. You will become a subject matter expert on Coinbase's operational processes and workflows, collaborating across customer experience teams as needed. As business needs require, you may manage Customer Support Supervisors.

To perform these duties successfully, you will utilize tools such as Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

What you'll be doing (ie. job duties):
  • Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
  • Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve SLAs, productivity and quality metrics for your line of business/team members.
  • Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions.
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Supervisors as business needs necessitate
  • Participate in the interview and selection process for new customer support agents
What we look for in you (ie. job requirements):
  • Customer obsessed, motivated by Coinbase's mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 5 years of people management experience in an operations environment.
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions
  • 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.
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the 'standard' work day
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
  • Willing to work from an office at Hyderabad, India OR Manila Philippines
Nice to haves:
  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Advanced experience in project management, analytics or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud

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:
₹3,320,000—₹3,320,000 INR

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

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