Job highlights
Identified by Google from the original job post
Qualifications
You’ve got positive energy
You’re optimistic about the future and determined to get there
You’re never tired of learning
You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0
You appreciate direct communication
You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other
You’re cool with candid feedback and see every setback as an opportunity to grow
You can pivot on the fly
You want to be part of a winning team
We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone
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
Nice To Haves
High level of proficiency in cryptocurrency and Coinbase products
Advanced degree in business, finance, project management or client experience
Experience hiring and managing international employees
Benefits
Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below
Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k))
Pay Range
$93,500—$110,000 USD
Responsibilities
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
Job description
At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Most importantly, we seek people who are excited about crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Who You Are
• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

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.

What You’ll Be Doing (ie. Job Duties)
• 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.

What We Look For In You (ie. Job Requirements)
• 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.

Nice To Haves
• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience
• Experience hiring and managing international employees

Job #: P62270

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range

$93,500—$110,000 USD

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, ****** orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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