Manager

• Lead a team of analysts who provide high quality support to Coinbase customers.
• Oversee daily operations including queue management, project oversight, and maintaining service levels.
• Track and analyze team metrics and utilize metrics to drive data-driven business decisions.
• Ensure compliance with regulatory standards and contribute to complaints strategy globally.
• Provide direct coaching, mentorship, and career development to team members; monitor performance, attendance, and schedules.
• Coordinate with Product Managers, engineers, Legal, and other partners to guide decisions with customers in mind.
• Collaborate with internal support teams across Legal, Tools, Quality and Training to launch or improve product support workflows.
• Continuously add value through effective project management, prioritization, and efficient execution.
• Coordinate with senior management and provide insights for process improvement.
• Champion change management and communicate effectively to drive individual and group performance.

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