Supervisor, Coinbase

• Passionate and skilled people leader
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients
• Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto
• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation
• Fantastic communication skills in order to operate across multiple departments and stakeholders
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
• Working proficiency in English and preferred multi-lingual in German, or French, including ability to conduct business in both languages

Desirable

• As a Supervisor for the Customer Success Team, you will lead a specialized team of customer focussed support analysts who own high value customer relationships that are essential to Coinbase achieving its mission
• Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally
• Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high value customers
• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists
• Model an investigative mentality to help address critical customer issues at the root cause
• Represent and advocate for the customer across organizations to drive impactful changes
• Champion clear communication with internal and external partners to align on solutions and drive results
• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase
• Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products
• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents