Senior Manager - Global CX Support Operations

September 26

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Coinbase

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Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Lead a global team of Customer Experience (CX) managers • Oversee 150+ frontline customer support agents • Develop CX metrics/KPIs, establish reporting mechanisms • Lead complex projects and process improvement initiatives • Build and maintain a customer-obsessed team culture • Develop standard work procedures to improve operational processes

Requirements

• 10+ years experience managing multi-level CX Operations teams • 3+ years experience managing operations in a volatile/hyper-growth environment • High horsepower – strong problem-solving skills; adept at frequent context switching; autonomous operator; able to work on multiple projects at once • Emotionally intelligent – can easily gain buy-in from your team and cross-functional partners; authentic; willingness to be humble and vulnerable • Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions • Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences • Passion – for creating an exceptional experience for Coinbase customers; for creating economic freedom through crypto and Web3 • Willing to work from an office, and potentially evening/overnight shifts (Philippines hours) as business needs require

Benefits

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