Consumer Support Program Lead

Job Application: Customer Support Program Lead at Coinbase

Coinbase is on a mission to increase economic freedom worldwide, and we’re seeking a passionate and driven individual to help us achieve this goal. As a Customer Support Program Lead, you will play a key role in improving customer service across international markets, resolving pain points, and driving initiatives to enhance customer experience through self-service and automation.

Role Overview: You will collaborate with cross-functional teams to identify and address customer issues, streamline operations, and develop solutions that empower local teams. The goal is to preemptively solve problems, reduce the need for direct support, and improve the customer experience globally.

Responsibilities:

• Develop and execute strategies to optimize customer service operations.
• Work closely with teams across Operations, Product, Analytics, and more.
• Analyze customer data and feedback to identify improvement areas.
• Establish and maintain SOPs for consistent and efficient service.
• Lead cross-functional partnerships and manage escalated customer issues.
• Stay updated on industry trends to drive innovation.

Qualifications:

• 3+ years in Program Management, Customer Support, or Product Operations.
• Strong project management and multitasking skills.
• Data-driven, with excellent analytical and problem-solving abilities.
• Exceptional communication and collaboration skills.
• Fluent in English; additional languages a plus.
• Experience in Tech, Crypto, or Fintech is a plus.

Benefits:

• Competitive salary and equity package.
• Dynamic work environment with a fast-growing company.
• Opportunities for personal and professional growth.

This position is based in Bermuda.

Coinbase values diversity and is committed to providing equal opportunity to all applicants.