Associate Manager of Complaints, Coinbase
$117.4-138.1k
+ Target bonus + Target equity
Travel requirements up to 15%
The world’s leading exchange for digital currencies
Be an early applicant
The world’s leading exchange for digital currencies
1001+ employees
Be an early applicant
$117.4-138.1k
+ Target bonus + Target equity
Travel requirements up to 15%
1001+ employees
Company mission
To increase economic freedom for more than 1 billion people.
Role
Who you are
- 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, including their functionality and customer support systems
- Experience at crypto exchanges or in financial services
- Advanced degree in business, finance, customer experience and/or blockchain
What the job involves
- The M5 Complaints Associate Manager within the Complaints Team will lead a high functioning team of hardworking support professionals who know their performance is essential to Coinbase achieving its mission
- This role focuses on overseeing daily operations, including queue management, project oversight, and maintaining service levels
- The manager tracks and analyzes team metrics, ensures compliance with regulatory standards, and provides direct coaching and mentoring to team members while fostering their professional growth
- Additionally, they monitor performance, attendance, and adherence to schedules
- With a strong focus on operational excellence and combination of experience in leading support teams in areas of formal, regulatory and litigation complaints, they will play a major role inputting to and implementing our strategy for Complaints globally.This position is completely remote
- 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
Our take
Coinbase has built a reputation as one of the most accessible entry points into the world of cryptocurrency. With features like crypto wallets, direct bank account linking, and merchant payment tools, it's helping bring crypto into the mainstream. But the company isn't just relying on its early success, it's evolving fast to stay relevant in a rapidly changing market.
Lately, its doubled down on its focus on institutional clients, now serving as the custodian for the majority of approved Bitcoin and Ethereum ETFs, and its Prime platform offers a full suite of services for hedge funds, asset managers, and financial institutions. As demand for regulated crypto products rise globally (particularly in Asia), Coinbase is ready to expand.
And it's even making moves to engage with younger audiences, having recently partnered with Riot Games to sponsor global eSports events for League of Legends and Valorant. This multi-year deal, commencing with the Valorant Masters in Toronto and the MSI 2025 tournament in Vancouver. This partnership highlights Coinbase's strategy to integrate Web3 technologies into mainstream entertainment, aiming to bridge the gap between gaming and cryptocurrency for a new generation of users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2018
$300m
GROWTH EQUITY VC
Oct 2018
$108.1m
SERIES D
Total funding: $633.4m
Leadership
Brian Armstrong
(Co-Founder & CEO)Previously founded UniversityTutor.com, also worked as a Software Engineer at AirBnb
Alessia Haas
(CFO)Previously held various head positions, including VP at GE Healthcare, Director at Merrill Lynch and CFO at CIT Bank and Oz Management
Share this job
View 233 more jobs at Coinbase