The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own operational performance for your vertical, including SLA attainment,: CSAT, QA scores, backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive measurable improvements
Lead, coach, and develop a team of Specialists, setting clear expectations: through regular 1:1s, performance reviews, and building a pipeline of future leaders
Drive a high-touch support model centered on trusted 1:1 customer: relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues
Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to: ensure workflows, escalations, and coverage models meet regulatory expectations
Execute real-time staffing, routing, and escalation decisions during market: events, incidents, or volume spikes to protect customer outcomes across channels and time zones
Build process improvements by converting customer feedback, defects, and root: causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development
What they're looking for
- + years in financial services, fintech, wealth management, premium banking,: or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments
- + years of people leadership in an operations or support environment, with a: proven track record of managing senior specialists or team leads and improving performance across service quality, efficiency, and customer satisfaction
- Demonstrated familiarity with financial markets and trading products,: including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment
- Experience operating in a regulated financial services environment and: partnering with Compliance, Legal, Risk, and Complaints functions, with the ability to navigate jurisdiction-specific servicing, escalation, and complaints-handling expectations.
