Associate Manager, Customer Support

As an Associate Manager, your primary role will be to manage a team of Customer Support Supervisors. You will be responsible for your team's performance as measured by key operational metrics, including contacts handled, first contact resolution rates, customer satisfaction and quality scores. You will coach team managers in a timely manner based on their performance against these metrics. Additionally, you will work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts. This may include participating in interviews, continuous improvements and summits. You will become a subject matter expert on Coinbase's operational processes and workflows, collaborating across customer experience teams as needed.

To perform these duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

Please note that this role is expected to report onsite in our India Centre of Excellence office in Hyderabad, India.

What you’ll be doing (ie. job duties):

• Lead a team of high performing customer service supervisors across multiple processes or channels (Eg. phone, messaging, email)
• Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
• Act as a trusted point of contact for escalations and high priority issues related to your scope.
• Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
• Utilize an in-depth understanding of metrics to drive data-backed business decisions.
• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
• Potentially manage Customer Support Supervisors as business needs necessitate
• Participate in the interview and selection process for new customer support agents

What we look for in you (ie. job requirements):

• This role requires full-time, in-office presence at our Hyderabad location.
• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
• Minimum of 5 years of people management experience in an operations environment.
• Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
• Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day
• Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences

Nice to haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Advanced experience in project management, analytics or quality assurance.
• Advanced degree in business, finance, customer experience and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud

P72326

#LI-Onsite