Supervisor, Customer Success Team (Seattle, WA)
Coinbase
Supervisor, Customer Success Team
Coinbase
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Washington
Visit company websiteSalary
💰 $113,300 per year
Job Level
Mid-LevelSenior
About the role
- As a Supervisor for the Customer Success Team, you will lead a specialized team of customer focused support analysts who own high value customer relationships that are essential to Coinbase achieving its mission.
- Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.
- Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics. Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to drive impactful changes.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
Requirements
- This role requires periodic onsite work in either our Seattle OR San Francisco office. Successful candidates are to be based within a reasonable commuting distance to one of these locations and willing to fulfill these requirements.
- Experienced and passionate people leader with a proven track record of guiding and developing teams.
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
- Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
- Fantastic communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Experience in Banking, Wealth Management, Corporate Fiance, Asset Management, FinTech or Crypto.
