Associate Manager, Complaints
Coinbase
CloudWeb3
Associate Manager, Complaints
Coinbase
full-time
Posted on:
Location Type: Hybrid
Location: Singapore • 🇸🇬 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
- Responsible for gauging customer impact and guiding decisions with Product Managers, engineers, Legal, and other partners with customers in mind.
- Provide leadership mentorship based on industry standard methodologies, thoughtful delegation and performance management.
- Focus on team growth and enablement through mentorship, career development and employee engagement.
- Collaborate with internal support teams across Legal, Tools, Quality and Training to help launch or improve product support workflows.
- Utilize an in-depth understanding of metrics to drive data-driven business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Coordinate with senior management and provide insights for process improvement.
- Communicate effectively with your team to drive individual and group performance.
- Champion change management with your team.
Requirements
- 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.
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
metrics analysisproject managementperformance managementcustomer supportcomplaints handlingteam scalingdata-driven decision makingworkflow improvementchange managementemployee engagement
Soft skills
leadershipmentorshipcommunicationadaptabilityenthusiasmpositive energycollaborationdelegationteam growthengagement
