
Operations Manager of Global Support Excellence
5 days ago
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.
We are seeking a very specific candidate for the role of Operations Manager of Global Support Excellence. The ideal candidate will be passionate about our mission and believe in the power of crypto and blockchain technology to update the financial system.
The successful candidate will 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.
This role requires strong global leadership, analytical skills, and a relentless obsession for creating a world-class experience for Coinbase customers.
Key Responsibilities:- Hire and lead a global team of CX managers
- Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level
- Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies
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Manager, Customer Support
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