Supervisor, Customer Success Team

Coinbase

CX Supervisor leading compliance and quality assurance for financial services customer support at Coinbase. Engaging with teams to uphold regulatory standards across communication channels.

Posted 7/24/2026full-timeRemote • 🇨🇾 CyprusMid-LevelSenior💰 €34,295 - €36,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer experience teams within regulated financial services, ensuring compliance with MiFID II and CySEC standards while driving quality assurance and continuous improvement initiatives.

Highest-signal resume keywords

Customer Experience LeadershipMiFID II Compliance KnowledgeCySEC Conduct-of-Business StandardsQuality Assurance Framework ManagementData Analysis and Process Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceRegulatory ComplianceData AnalysisCoaching and MentoringRoot-Cause AnalysisTrend AnalysisProcess ImprovementCustomer Communication StandardsEscalation ManagementPerformance Metrics

Soft Skills

Team LeadershipCommunicationCollaborationProblem-SolvingCoaching

Tools & Technologies

Generative AI

Certifications & Qualifications

CySEC CertificationMiFID TrainingAML Training

Industry Keywords

Financial ServicesBrokerageTradingPaymentsRegulated EnvironmentCustomer SupportQuality MetricsCompliance KPIsCustomer ExperienceCX Processes

About the role

Key responsibilities & impact

Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.

Requirements

What you’ll need

3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe.
Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.
Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Benefits

Comp & perks

Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision)