Customer Success SME III

Yesterday

Apply Now

Receive Emails with Similar Jobs

Coinbase

WebsiteLinkedInAll Job Openings

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Responsible for driving operational excellence through ongoing process enhancements and tooling improvements. • Collaborate closely with cross-functional teams to streamline support processes. • Lead initiatives aimed at enhancing the overall customer success framework. • Identify opportunities to optimize existing processes and KPIs through continuous improvement initiatives. • Manage and prioritize problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs. • Identify and execute on opportunities to eliminate, automate, and optimize (EAO) using data analysis. • Submit tooling enhancement requests to relevant teams based on observations and testing. • Collaborate with Knowledge Management team on content updates and L&D on training material revisions. • Dedicate at least 10 hours per week to hands-on production roles to stay updated on workflows. • Proactively identify customer needs before they become an issue to simplify the customer experience.

Requirements

• Minimum 2 years of professional experience in a related production role, demonstrating a solid foundation in industry practices. • Comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise. • History of actively contributing to continuous process improvements within an organization. • Exceptional analytical capabilities coupled with strong problem-solving skills. • Superior communication skills with proven ability to effectively manage and engage stakeholders. • Demonstrated ability to multitask efficiently and manage competing priorities effectively. • Demonstrated proactive approach in suggesting and implementing organizational improvements. • A strong commitment to continuous improvement and ongoing learning. • Basic understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency. • High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.

Benefits

• Target bonus • Target equity • Medical benefits • Dental benefits • Vision benefits • 401(k) plan