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 end-to-end team performance across SLAs, productivity, quality scores,: and first contact resolution targets for your line of business
Lead coaching and development for a team of customer support agents, using: data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
Partner cross-functionally with Program, Quality, Training, and Workforce: Management teams to streamline workflows and optimize scheduling adherence
Drive operational initiatives that improve customer experience metrics and: reduce friction across support channels
Execute performance management processes including documentation, corrective: action, and compliance follow-through
+ years in customer support, financial services, or technology operations: with at least 3 years directly managing frontline teams in a metrics-driven environment
What they're looking for
- Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with: specific, quantifiable results in a prior role
- Proficiency with support operations tooling such as Salesforce Service Cloud,: workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
- Availability to work shifts including weekends and non-standard hours to: support 24/7 crypto operations from the Manila, Philippines office
- Utilizes generative AI responsibly, maintaining human oversight to deliver: business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
