Field Force Manager
Twinings
Associate Manager, Complaints
Coinbase
full-time
Posted on:
Location Type: Hybrid
Location: 🇸🇬 Singapore
Visit company websiteSalary
💰 SGD 138,100 per year
Job Level
JuniorMid-Level
Tech Stack
CloudWeb3
About the role
- 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.
Requirements
- Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
- Minimum of 5 years of meaningful experience in financial services, technology and/or customer support.
- Proven track record in managing results and metrics, particularly within a complaints-handling function or customer support.
- Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
- Excellent track record of leading deeply engaged and high performing teams.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.
- Strong enthusiasm and positive energy towards the future of cryptocurrency and Web3 technologies.
- Exceptional communication skills, both written and verbal, with the ability to simplify and convey complex topics to broad audiences.
- Understanding of Google apps, JIRA, Salesforce Service Cloud.
- Nice to haves: Familiarity with the Coinbase suite of products, experience at crypto exchanges or in financial services, advanced degree in business, finance, customer experience and/or blockchain.
Benefits
- target bonus + target equity + benefits (including medical, dental, and vision)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementmetrics analysiscomplaints handlingcustomer supportteam managementworkflow scalingdata-driven decision makingperformance monitoringservice level managementchange management
Soft skills
coachingmentorshipcommunicationadaptabilityleadershipteam engagementprioritizationcollaborationproblem-solvingenthusiasm
Certifications
advanced degree in businessadvanced degree in financeadvanced degree in customer experienceadvanced degree in blockchain
