Supervisor, Customer Success Team
C
CoinbaseFinancial Services
CyprusFull-TimeMiddle
Salary36100 EUR per year
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 3+ years of experience in customer support / customer experience; 1–2+ years of experience in a team lead, supervisor, or QA role
Requirements
- 3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.
- 1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.
- Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling).
- Holds (or is willing to obtain within a defined timeframe) relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training as required for the role.
- Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influence cross-functional partners.
- High attention to detail, strong analytical skills, and comfort working with metrics, QA data, and trends.
- Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.
- Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.
Responsibilities
- Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions.
- Own the CX quality assurance framework for Cyprus — including scorecards, sampling methodology, and calibration processes — and drive continuous improvement in quality and compliance metrics.
- Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice).
- Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.
- Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.
- Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations.
- Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence.
- Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.
View Full Description & ApplyYou'll be redirected to the employer's site
