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Coinbase · 3 months ago

Supervisor, Customer Success Team-1

Charlotte, NC

Full-time

Onsite

Mid, Senior Level

3+ years exp

Coinbase is a company dedicated to increasing economic freedom through blockchain technology. As a Supervisor for the Customer Success Team, you will lead a team of Concierge Agents to enhance high-value customer relationships and ensure outstanding customer experiences.

BitcoinBlockchainCryptocurrencyFinTechTrading Platform

Comp. & Benefits

Responsibilities

Manage and support initiatives aimed at streamlining operations and improving customer experience metrics

Achieve SLAs, productivity and quality metrics for your line of business/team members

Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes

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

Qualification

FINRA License series 7FINRA License series 63Customer account managementBlockchain knowledgeGoogle Suite proficiencyTeam leadershipStakeholder managementCommunication skillsAdaptabilityProblem-solving