Motivated by Coinbase’s mission and commitment to crafting a seamless support experience.
3+ years of proven experience in Program Management, Customer Support Operations, or Product Operations.
Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
Track record of developing and implementing mechanisms that enabled quality to scale 10x.
Excellent analytical and problem-solving abilities with a data-driven mindset.
Exceptional communication and interpersonal skills for effective collaboration.
Highly flexible and adaptable to the evolving needs of a high-growth and fast-paced organization.
Experience utilizing customer insights to drive improvements.
Fluent (written and verbal) in both English.
Responsibilities:
Develop and implement strategies to optimize customer service operations and drive continuous improvement.
Collaborate with various cross-functional teams, including Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management.
Act with urgency to ensure priority items are progressed having a bias for action.
Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions.
Establish and maintain Standard Operating Procedures (SOPs) for consistency and efficiency.
Stay up to date on industry trends and emerging technologies to drive innovation.
Develop and deliver proposals and presentations to stakeholders regarding operational performance and CX opportunities.
Manage cross-functional partnerships and provide customer insights from local regions.
Serve as the primary point of contact for escalations of customer issues.