
Global Customer Experience Lead
5 hours ago
We are looking for a highly motivated and experienced Global Customer Experience Lead to join our team. In this role, you will be responsible for leading a team of customer support agents and ensuring that they provide exceptional service to our customers.
Your primary responsibility will be to manage a team of high-performing customer service agents across multiple channels, including phone, messaging, and email. You will be responsible for coaching team members in a timely manner based on their performance against key operational metrics.
You will also work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts. This may include participating in interviews and becoming a subject matter expert on Coinbase's operational processes and workflows.
Key Qualifications:
- Minimum 8 years of relevant experience in financial services, technology, and/or customer support
- Minimum 5 years of people management experience in an operations environment
- Ultra-proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action
- Excellent track record of leading deeply engaged and high-performing teams
- Ability to work independently and as part of a team
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