Job Application: Customer Support Supervisor at Coinbase
At Coinbase, our mission is to increase global economic freedom through blockchain technology, and we’re looking for a passionate, driven individual to join us as a Customer Support Supervisor.
Role Overview: In this role, you will manage a team of customer support agents across multiple channels (phone, email, messaging), ensuring high performance and meeting key operational metrics such as contacts handled, resolution rates, and quality scores. You’ll also collaborate with other teams to streamline operations and improve the customer experience.
Key Responsibilities:
- Lead a high-performing team of agents, ensuring SLAs and productivity goals are met.
- Provide coaching and mentorship in performance management, learning & development, and leadership.
- Collaborate with cross-functional teams to improve workflows and processes.
- Use data to drive business decisions and optimize agent performance.
- Ensure policy compliance and take corrective action when needed.
Qualifications:
- 6+ years of experience in financial services, technology, or customer support.
- 3+ years of people management experience in an operations environment.
- Strong analytical, organizational, and time management skills.
- Ability to work independently and within a team, adapting to a fast-paced environment.
- Willing to work flexible hours, including weekends.
- Excellent communication skills (written and verbal).
Preferred:
- Experience in crypto exchanges or financial services.
- Project management or quality assurance experience.
- Degree in business, finance, or related field.
- Familiarity with tools like Google Workspace, JIRA, AWS, and Salesforce Service Cloud.
Location: Hyderabad, India
Salary: ₹2,250,000 INR per year + bonus, equity, and benefits.
Coinbase is an Equal Opportunity Employer and values diversity in its workforce.
