Complaints Associate Manager, Coinbase

• 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

Desirable

• The Complaints Associate Manager within the Formal Complaints Team 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
• 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