Supervisor, Priority Support (Onsite - Charlotte, NC)

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Requirements:

• Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
• Experienced and passionate people leader with a proven track record of guiding and developing teams.
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
• 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.
• Experience in Banking, Wealth Management, Corporate Fiance, Asset Management, FinTech or Crypto.

Responsibilities:

• Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
• 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.
• Occasionally travel to onshore and offshore locations.