
Global CX Leadership Role
2 days ago
**What You'll Be Doing**
As an operations manager of support operations at Coinbase, you will directly lead a global team of customer experience (CX) managers and oversee more than 150 frontline customer support agents that directly interact with Coinbase customers via phone, chat, and email channels. You will develop strategies to enhance customer satisfaction and resolution rate, streamline operations and processes, and drive performance improvements for the network.
- Hire and lead a global team of Customer Experience (CX) managers, and oversee more than 150 frontline customer support agents.
- Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level.
- Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams.
About the Team
The Coinbase Customer Experience (CX) organization is dedicated to providing the most trusted and value-added customer support in Web3. Our team is focused on eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.
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